Customer Success Manager - SaaS - Enterprise Product

Customer Success Manager

Key Responsibilities:

• Manage and nurture a portfolio of customer accounts using value-based account management to drive retention and expansion.
• Lead onboarding for new clients and support any new implementation requirements.
• Conduct periodic business review meetings (weekly/monthly/quarterly) with C-level stakeholders, sharing insights, performance metrics, best practices, and growth opportunities.
• Act as the first point of escalation for technical issues and coordinate with internal teams for quick resolution.
• Develop a strong understanding of our platform and effectively communicate its capabilities to diverse user groups.
• Build trusted advisory relationships, ensuring customers extract maximum value from our solutions.
• Collaborate with cross-functional, global teams across time zones to resolve bottlenecks and drive customer success.
• Share best practices and new product updates with clients, while also relaying product feedback to internal teams.
• Own and achieve dollar retention and expansion KPIs.

Requirements:

• 3–6+ years of experience in customer-facing roles such as Customer Success, Account Management, Sales, or Business Development, with a proven record of delivering results.
• Strong interpersonal skills with the ability to simplify and articulate technical concepts.
• Excellent written and verbal communication skills—confident, enthusiastic, and professional in all customer interactions.
• Experience with ecommerce platforms, OMS, inventory systems, WMS, TMS, supply chain, or logistics is a plus.
• Ability to manage multiple projects simultaneously with exceptional attention to detail.
• Thrive in a fast-paced, growth-oriented environment with strong prioritization and time-management skills.
• Executive-level communication, problem-solving, and project management abilities.
• Experience preparing business reports such as QBRs is preferred.
• Customer-first mindset, quick learner, and a collaborative team player who sets high standards.

Please write to amit.n@careerxperts.com to get connected!