Customer Success Manager

Job Description

We're Hiring for a Client (leading FinTech startup backed by reputed global and regional VCs): Customer Success Manager Location: Gurugram Key Responsibilities Strategic CS Development: Craft and implement cohesive CS strategies tailored to critical stages of the customer journey, including upcoming renewals and QBRs/EBRs. Collaborative Insight Sharing: Partner closely with our founding members, providing valuable insights to enhance the overall customer process. Innovative Project Management: Strategically plan and execute new projects to identify areas for increased product usage and adoption. Creative Customer Campaigns: Develop and launch engaging campaigns to educate and nurture customers on the latest product features. Performance Reporting: Regularly report on product adoption, usage, and customer health to our leadership team, ensuring continuous monitoring and delivering actionable insights to stakeholders. Renewal Pipeline Generation: Experiment with diverse approaches to maintain a steady, qualified pipeline of renewals. Key Metric Tracking: Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT scores. Operational Oversight: Provide operational oversight to ensure targets and KPIs are met. Best Practice Sharing: Educate clients on best practices to achieve product success. Required Qualifications Experience: 5-8 years of overall experience with at least 5 years in a CS role, preferably in SaaS. Balanced Skill Set: A combination of strategic insight, analytical capability, operational efficiency, effective communication and collaboration skills. Process Expertise: Proficiency in systematic organization and delivering high-quality customer excellence. Data-Driven Approach: Expertise in applying data-oriented methods, adjusting parameters as needed and demonstrating powerful execution abilities. Stakeholder Management: Proven experience in handling various stakeholders, identifying key customers and collaborating with multiple teams. Technical Proficiency: Strong knowledge of relevant CS tools and technologies is a significant advantage. Empathy and Relationship Building: A customer-centric mindset with exceptional relationship-building skills. Show more Show less