Customer Success Manager/ Key Account Manager

Role Overview:

Manage 4-6 enterprise clients, ensure post-onboarding success, drive product adoption, align clients with their goals, and work with internal teams to maximize client value and satisfaction.

Key Responsibilities:

Post Go-Live Adoption:

• Ensure smooth onboarding for internal and external users.
• Resolve implementation challenges with the Delivery team.

Relationship Management:

• Build and nurture relationships with key stakeholders.
• Conduct regular check-ins and MBRs/QBRs.

Product Adoption & Training:

• Promote adoption of software features.
• Coordinate training sessions with the Delivery team.

Account Health Monitoring:

• Track usage data to optimize performance.
• Address client concerns proactively.

Client Success & Value Delivery:

• Demonstrate ROI and value delivery based on metrics.
• Present qualitative and quantitative benefits.

Customer Satisfaction & Advocacy:

• Run CSAT/NPS surveys.
• Encourage client advocacy through testimonials and events.

Financials & Collections:

• Ensure timely invoicing and collections.
• Handle CR (Change Requests) discussions.

Renewal & Expansion (Farming):

• Drive contract renewals.
• Identify and manage up-sell and cross-sell opportunities.
• Support proposal creation, demos, and implementation of farming deals.

Key Performance Indicators (KPIs):

• Net Recurring Revenue (NRR)
• Net Promoter Score (NPS)
• Timely receivables collection

Candidate Profile:

• Experience:

  45 years (must include CSM/KAM/CRM roles)

• Industry:

  Supply chain domain (must), SaaS (desirable), Management Consulting (desirable)

• Education:

  MBA from Tier 1 institutes (preferred)

• Skills:

• Strong ownership and results orientation
• Excellent communication and interpersonal skills
• Effective collaboration with cross-functional teams
• Customer-first approach with business acumen