Customer Success Manager

As a Customer Success Manager, you will be pivotal in driving client satisfaction and retention. You will head the customer success team, collaborating closely with sales, product, and support teams to ensure seamless onboarding and ongoing account management. Your goal will be to enhance client retention and identify upselling opportunities.

Key Responsibilities

• Develop and maintain strong relationships with key stakeholders and decision-makers at client organizations.
• Act as the primary point of contact for assigned clients, addressing their needs and concerns promptly.
• Conduct regular check-ins and business reviews to assess client satisfaction and identify opportunities for improvement.
• Collaborate with sales, product, and support teams for efficient onboarding and account management.
• Drive client retention and explore upselling opportunities.
• Oversee the onboarding process for new clients, ensuring a smooth transition and successful implementation of our solutions.
• Gather and analyse client feedback to provide actionable insights for product and service enhancements.
• Work closely with product management and other internal teams to address client needs and influence product development.
• Manage deployment and support for customers across international markets.

Eligibility Criteria:

• 5+ years of experience in Customer Success, Account Management, or a related role, with a proven track record in managing international clients.
• Deep understanding of customer success principles, strategies, and best practices.
• Strong ability to build and maintain relationships with key stakeholders.
• Excellent communication and presentation skills, with the ability to influence and persuade.
• Analytical mindset with experience in tracking and interpreting customer metrics.
• Ability to work collaboratively across departments and manage multiple priorities in a fast-paced environment.
• Strong hold on client onboarding and customer success matrices (Hands on experience)
• Should have project management knowledge and can prepare onboarding and implementation plan using tools like Jira, asana, etc.