Customer Success Manager- Lead

Job Description:

We are seeking an experienced and dynamic Customer Success Manager Lead to join our team. In this role, you will play a critical part in driving customer satisfaction, retention, and growth by ensuring our clients achieve their desired outcomes. As a key link between our customers and our organization, you will lead initiatives to enhance the customer experience, nurture long-term relationships, and maximize the value of our offerings.

Key Responsibilities:

• Lead and mentor a team of Customer Success Managers to drive customer satisfaction and success.
• Develop and maintain strong relationships with customers to ensure satisfaction and retention.
• Serve as the primary point of contact post-sale, ensuring seamless onboarding and implementation.
• Actively engage with customers to understand their needs, challenges, and goals.
• Drive product adoption and identify upselling and cross-selling opportunities.
• Act as the voice of the customer, sharing feedback with internal teams to improve products and services.
• Analyze customer data to assess health scores and implement strategies to address potential churn risks.
• Collaborate cross-functionally with Sales, Product, and Support teams to deliver exceptional service.
• Lead customer business reviews and ensure consistent communication of value delivered.

Skills and Qualifications:

• 5+ years experience in leading customer-facing organizations with a proven track record of managing and growing accounts preferably in SAAS.
• Proven experience leading or managing a Customer Success team.
• Strong persuasion, negotiation, and consensus-building skills.
• A combined background in post-sale and sales functions is highly desirable.
• Deep understanding of recurring revenue business models and their value drivers.
• Analytical and process-oriented mindset with the ability to derive insights from data.
• Demonstrated passion for customer empathy, revenue growth, and delivering results.
• Excellent communication and presentation skills to convey complex ideas effectively.
• Enthusiastic, creative, and inspiring leadership qualities.
• Bachelor’s degree (preferably in Computer Science, Business, or related field).

Preferred Qualifications:

• Familiarity with CRM and customer success platforms.
• Experience working in US shift timings or with international clients.
• Preferred work timings (6:30PM to 4:30 PM)
• A proactive approach to learning and adapting to new challenges.

What We Offer:

• A dynamic, fast-paced, and collaborative work environment.
• Opportunities for career growth and professional development.
• The chance to make a meaningful impact on customer satisfaction and business growth.