Customer Success Manager

Responsibilities -

1. Stakeholder Management:

• Lead and drive client meetings, performing regular check-ins to evaluate the value our

solution is creating for them.

• Deep dive into any potential issues or challenges clients may be facing and provide

effective solutions.

2. Product Excellence:

• Drive product excellence through solutioning by understanding different customer needs

basis different user personas.

• Suggest best practices and solutions tailored to each client's unique requirements.

3. Project Management & Delivery:

• Set clear expectations with clients regarding project delivery timelines and milestones.
• Deliver resolutions for issues, enhancements, modifications, and feature requests

promptly and effectively.

4. Training & Documentation:

• Serve as a product expert, leading demos and training sessions for clients during

onboarding, new user training, and product/feature launches.

5. Retention:

• Maintain a dashboard of customer portfolio.
• Monitor the health of existing client relationships, tracking utilization of

products/services and other KPIs.

• Take ownership of client retention efforts, ensuring high levels of satisfaction and

engagement.

Qualifications:

• Bachelor's degree in Masters in Business Administration, or related field.
• Minimum of 2 years of relevant experience in client-facing projects/engagements.
• Proven experience in project management within the software service industry; software

product experience preferred.