Customer Success Manager

Logiq Labs

5 years

7 - 12 Lacs

bengaluru karnataka india

Posted:1 day ago| Platform:

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Skills Required

leadership mentoring pipeline escalation management resolve tracking reporting analytics reports retention forecasting analyze data integrity crm metrics portfolio onboarding training saas excel pivot tableau powerbi storytelling risk communication support

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

Team Leadership & Mentoring (30%)
Mentorship: Lead, mentor, and coach a team of [X] Customer Success Associates. Conduct weekly 1:1s to review pipeline, blockers, and personal development.
Escalation Management: Act as the primary point of escalation for critical client issues that your team cannot resolve independently.
Performance Tracking: Monitor team KPIs (Time-to-Value, NPS, Response Time) and provide constructive feedback to ensure targets are met.
Strategic Reporting & Analytics (30%)
Executive Reporting: Own the generation of weekly and monthly CS reports for the leadership team. This includes tracking Churn Rate, Net Revenue Retention (NRR), and Customer Health Scores.
Forecasting: Analyze usage data to predict potential churn risks and identify upsell opportunities for the upcoming quarter.
QBR Preparation: Standardize the template and data requirements for Quarterly Business Reviews (QBRs) across the team to ensure consistency.
Data Integrity: Maintain hygiene in our CRM/CS Platform, ensuring all client interactions and health metrics are logged accurately.
Client Management (40%)
Portfolio Management: Directly manage a portfolio of our High-Value/Enterprise clients, ensuring they achieve their desired business outcomes.
Lifecycle Management: Oversee the end-to-end client journey for your accounts—from onboarding and training to renewal and expansion.
Advocacy: Act as the Voice of the Customer (VoC) internally, collaborating with Product and Sales teams to prioritize features that reduce churn.

🎓 What We Are Looking For

Experience: 5+ years in B2B SaaS Customer Success or Account Management, with at least 1 year of experience mentoring or leading a team.
Data Proficiency: You love Excel/Google Sheets. You are comfortable using Pivot Tables and Lookups to crunch numbers and derive insights. (Experience with Tableau/PowerBI is a strong plus).
Storytelling with Data: You don't just send a spreadsheet; you can look at the numbers and explain why a customer is at risk or where the expansion opportunity lies.
Communication: Executive-level presence. You can command a room during a QBR and handle difficult conversations with unhappy clients.

Skills:- Customer Success, Technical support and Team Handling

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