Customer Success Manager

Job Title:

Department:

Job Summary

Customer Success Manager

SaaS environments

CRM campaign management

Key Responsibilities

Customer Relationship & Engagement

• Act as the primary point of contact for assigned clients, ensuring their success and satisfaction throughout the customer lifecycle.
  
• Build and maintain strong relationships with customers to enhance engagement, retention, and advocacy.
  
• Drive adoption of company products through onboarding, training, and ongoing support.
  
• Partner with cross-functional teams (Sales, Product, and Marketing) to deliver tailored solutions that address client needs.
  

Data Analysis & Campaign Management

• Use CRM tools (e.g., Capillary, Salesforce, HubSpot) to design, execute, and monitor targeted customer engagement campaigns.
  
• Leverage data analytics and SQL to identify trends, create audience segments, and optimize customer communication strategies.
  
• Track and report campaign KPIs, ensuring continuous performance improvement and alignment with business goals.
  

Revenue Growth & Loyalty Program Management

• Identify cross-selling and upselling opportunities through customer insights and behavioural data.
  
• Enhance loyalty program participation and engagement through effective reward strategies and event-based campaigns.
  
• Collaborate with marketing and technical teams to improve loyalty program rules, workflows, and reporting.
  

Customer Advocacy & Support

• Proactively address customer concerns, ensuring timely resolution and high satisfaction scores.
  
• Monitor NPS (Net Promoter Score) and feedback, implementing action plans for improvement.
  
• Participate in customer business reviews and support renewal discussions.
  

Key Skills & Competencies

• Customer Relationship Management (CRM)
  
• SQL & Data Analysis
  
• Cross-Selling and Up-Selling
  
• SaaS Platform Expertise
  
• Customer Onboarding & Retention
  
• Loyalty Program Operations
  
• Communication & Collaboration Skills
  
• MS Office & Reporting Tools
  

Qualifications

• Bachelors Degree in Engineering / Business / Marketing (Civil Engineering, KPR Institute of Engineering & Technology).
  
• 46 years of professional experience in Customer Success, CRM, or Account Management roles within SaaS, e-commerce, or tech environments.