Customer Success Manager - SAAS Background

Designation: Customer Success Manager Experience (years): 6+ years No: of vacancies: 1 Location: Bangalore (Candidate should be based out of Bangalore) Workdays: Monday to Friday Work Time: 11am to 8pm IST ( APAC) The Opportunity: As a key member of our Customer Success team, this role is technically savvy, highly organized and for somebody thats great at handling people. You will be accountable for managing the success of the full customer lifecycle and demonstrating best practices by consistently executing with excellence our standard processes and procedures and modeling and ensuring adoption for direct reports, if applicable. Equally comfortable liaising with C-level clients, youll drive value across each customer account within your territory by increasing adoption, growing revenue, enabling and procuring customer advocacy all with a keen eye to retention.This role offers true career development potential for the right candidate. What your day would look like? Set the strategic tone, direction, and supervision of how the organization works with its clients. This includes overseeing client needs, staffing, strategy, and quality of work in accordance with organization issued process, policies and procedures. Support the customer success team to ensure quality execution that drives towards clients business objectives and key metrics Management of customer expectations and be a focus point for customer issues Increase ARR across existing accounts through the execution of growth / upsell strategies Drive retention for each account through customer advocacy, increased usage and adoption strategies Ensure that all projects are delivered on-time, within scope Track progress of any project plans to ensure customer satisfaction escalate and resolve as appropriate Manage the relationship with the client and all key stakeholders, including the Economic Buyer and / or Executive Sponsor Establish and maintain relationships with third parties/vendors Requirements At least 8years’ experience in a similar role Used to working remotely/independently. SaaS experience essential, legal services experience desirable Solid technical background, with demonstrable understanding of software development and web technologies Excellent client-facing and internal communication skills Excellent written and verbal communication skills Regular domestic travel is required with occasional international travel Required Required Competencies: Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively Ability to influence through persuasion, negotiation, and consensus-building with senior- level leaders, customers, and internal stakeholders. Knowledge managing in a SaaS environment Strong empathy for customers and their business challenges. Proven track record in the management of global service delivery operations Experience with Salesforce.com, JIRA, and other engagement tools is a strong plus. Excellent communication skills with customers and key executives. Ability to identify risks and dependencies and put in place plans to mitigate them. Desirable experience: Experience working with/presenting to C-level executives Business process management experience and expertise Proven track record of successfully managing customer relationships and results delivery Why join LegalEase? Opportunity to work in a fast-moving, high growth SaaS company A work culture that celebrates and encourage diversity A workspace imbued with empathy and purpose We believe in continuous learning. You will walk away acquiring more skills than you had when you joined us (this is a guarantee on us) We value transparency, flexibility and over responsiveness A daily 30-minute wellness session coz your mental wellness means a lot to us! We are constantly striving to improve the work-life blend We believe in FUN at work. We take this very seriously and have FUN as one of our core values