Customer Success Manager

Client Relationship Management & Strategy:

• Develop and maintain strong, long-lasting relationships with a portfolio of assigned clients.
  
• Serve as the primary point of contact and trusted advisor for clients regarding their use of the Ordrio platform.
  
• Understand client goals and business objectives to proactively guide them towards achieving success with our solution.
  
• Conduct regular check-ins, business reviews, and strategy sessions with clients.
  

Onboarding & Adoption:

• Oversee the onboarding process for new clients, ensuring a smooth transition and quick time-to-value.
  
• Drive platform adoption and engagement by providing training, sharing best practices, and highlighting relevant features.
  
• Monitor client health metrics and usage patterns to identify risks and opportunities proactively
  

Retention & Growth

• Develop and execute retention strategies to minimize churn and maximize client lifetime value.
  
• Identify opportunities for upselling and cross-selling additional Ordrio features or services that align with client needs.
  
• Gather client feedback and advocate for their needs internally, collaborating with Product, Sales, and Support teams.
  
• Manage contract renewals and negotiations.
  

Issue Resolution & Advocacy:

• Act as an escalation point for client issues, coordinating with technical support and other teams to ensure timely resolution.
  
• Champion client needs within Ordrio, providing valuable insights to inform product development and service improvements.
  

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
  
• 2-5 years of proven experience in Customer Success, Account Management, or a similar client-facing role, preferably within a SaaS environment.
  
• Strong understanding of the e-commerce landscape and the challenges faced by online retailers.
  
• Excellent communication, interpersonal, presentation, and negotiation skills.
  
• Proven ability to build and maintain strong client relationships at various levels.
  
• Problem-solving mindset with a strong focus on achieving positive client outcomes.
  
• Experience using CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms is a plus.
  
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
  
• Ability to commute/relocate to Udupi, Karnataka