Customer Success Manager

Customer Success Manager

Key Responsibilities:

Client Relationship & Retention

• Own end-to-end client relationships for assigned US-based accounts.
• Serve as a trusted advisor, proactively identifying opportunities for product adoption and business value.
• Conduct regular business reviews and successful planning sessions.

Technical & Product Enablement

• Guide clients through onboarding, configuration, and integration of

  Speech Analytics and Compliance tools

  .
• Support data exchange setup (SFTP, API, batch file configurations) and coordinate with Internal teams for smooth deployments (If needed).
• Troubleshoot and resolve technical issues in collaboration with support teams.

Business Impact & Growth

• Drive account renewals and expansion opportunities.
• Provide feedback to product teams on client needs and market trends.
• Train client teams in new features and best practices.

Collaboration & Reporting

• Work closely with Sales, Product, and Implementation teams to ensure seamless customer experience.
• Maintain up-to-date records in CRM.
• Prepare periodic account health and usage reports for leadership.

Qualifications & Skills

Must-Have

• 7+ years in SaaS customer success/account management, with US client handling experience.
• Strong understanding of SaaS workflows, integrations, and client onboarding.
• Excellent communication skills suited to US business culture.
• Technical comfort with SFTP, API connections, data formatting (CSV, XML), and cloud-based tools.

Nice-to-Have

• Experience with compliance management solutions, dispute resolution tools, or speech analytics platforms.
• Exposure to banking/financial services clients.