Customer Success Manager

Customer Success Manager (CSM) - Sales

Location - Mohali

Shift Timing

About GreyB

• GreyB is a technology and innovation consulting company working with R&D professionals and innovation teams, helping them navigate their research and innovation strategy. For example:
• At GreyB, we are revolutionizing innovation intelligence by combining rigorous analysis with smart technology to deliver strategic and actionable insights. Our mission is to be irreplaceable by consistently pushing the boundaries by insights and quality. We foster a collaborative and innovative environment where every team member is empowered to make a real impact on our customers' success and our company's growth."

Job Summary

Customer Success Manager (CSM) - Sales

Key Responsibilities

• Customer Relationship Management:

• Serve as the primary point of contact and trusted advisor for a portfolio of assigned clients, building strong, lasting relationships.
• Proactively engage with customers to understand their business objectives, challenges, and how our solutions can best support their success.
• Conduct regular business reviews (QBRs) to showcase value, discuss performance, and identify areas for improvement or expansion.

• Value Realization & Adoption:

• Ensure customers are effectively onboarding, adopting, and utilizing our products/services to achieve their desired outcomes.
• Provide guidance, best practices, and resources to help customers optimize their use of our solutions.
• Identify and mitigate potential risks to customer health, working proactively to prevent churn.

• Revenue Generation & Expansion:

• Identify and develop opportunities for upselling and cross-selling additional products, features, or services to existing clients based on their evolving needs and business goals.
• Collaborate with the Sales team on strategic expansion opportunities and renewal discussions, acting as a subject matter expert on customer needs.
• Negotiate and close expansion deals as appropriate, contributing directly to revenue targets.

• Customer Advocacy:

• Cultivate customer champions and actively seek out opportunities for testimonials, case studies, and referrals.
• Gather customer feedback and insights, acting as the voice of the customer internally to inform product development, marketing, and sales strategies.

• Cross-Functional Collaboration:

• Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless customer journey and address customer needs effectively.
• Share customer insights and market intelligence with internal teams to drive continuous improvement.

• Reporting & Analysis:

• Track and report on key customer success metrics (e.g., adoption rates, churn rate, upsell/cross-sell revenue, customer satisfaction).
• Utilize CRM and customer success platforms to manage customer interactions and data.

Qualifications

• Experience:

• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of experience in Customer Success, Account Management, or B2B Sales, preferably in a SaaS or technology environment.
• Proven track record of achieving retention, upsell, and cross-sell targets.
• Experience in IP industry, technology based or any related industry.
• Understanding of the full customer lifecycle.

• Skills:

• Exceptional communication (written and verbal), presentation, and interpersonal skills.
• Strong business acumen with the ability to understand complex client needs and translate them into actionable solutions.
• Demonstrated ability to build rapport and establish strong relationships with clients at all levels.
• Excellent negotiation and objection-handling skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, ChurnZero) is a plus.
• Self-motivated, proactive, and able to work independently as well as part of a team.