Customer Success Manager

Customer Success Manager

Location: Calicut

Job Type: Full-Time

Experience: 2+ Years

About the Role:

We’re looking for a proactive, people-centric Customer Success Manager (CSM) to join our growing team. The CSM will play a critical role in delivering value to our clients by guiding them through onboarding, nurturing long-term relationships, and ensuring overall success with our platform. You'll act as the voice of the customer internally and a trusted advisor externally.

Key Responsibilities:

Client Onboarding & Training:

Lead smooth onboarding experiences, helping new clients understand and get the most out of our platform.

Relationship Management:

Build and maintain strong relationships with clients through regular check-ins, feedback loops, and strategic conversations.

Account Growth:

Identify upsell and cross-sell opportunities aligned with client goals. Partner with sales and product teams to drive growth.

Support & Issue Resolution:

Act as the first point of contact for resolving client concerns quickly and effectively in collaboration with the support team.

Performance Tracking:

Monitor client usage and health metrics. Proactively address risk signals and drive user engagement.

Client Advocacy & Consulting:

Serve as a client advocate, providing insights and strategic recommendations to help clients achieve their objectives.

Renewal Management:

Drive high retention rates by managing renewals and ensuring client satisfaction and ongoing value.

Strategic Advising:

Partner with clients to align our solutions with their business goals, becoming a trusted strategic advisor.

Qualifications:

Bachelor’s degree in any discipline.

2+ years of experience in customer success, account management, or any client-facing role.

Excellent written and spoken English communication skills (Hindi is a plus).

Strong interpersonal and relationship-building skills.

Proven ability to manage multiple accounts and prioritize tasks effectively.

Experience working with CRM systems is a plus.

Strong analytical skills and comfort working with performance metrics and data insights.

A proactive, solution-oriented approach with a strong customer-first mindset.