Customer Success Manager

This role is for one of the Weekday's clients

Salary range: Rs 400000 - Rs 500000 (ie INR 4-5 LPA)

Customer Success Manager

Requirements

Key Responsibilities

• Customer Relationship Management
• Build and maintain strong, trusted relationships with key customer stakeholders.
• Serve as the primary liaison between clients and internal teams to ensure smooth communication and efficient issue resolution.
• Conduct regular business reviews to align customer goals with company deliverables and identify new opportunities for growth.
• Customer Retention and Engagement
• Develop and implement customer retention strategies to minimize churn and maximize renewal rates.
• Proactively monitor customer satisfaction levels and take action to address concerns before they escalate.
• Identify at-risk accounts and implement personalized engagement plans to re-establish value alignment.
• Customer Experience Enhancement
• Champion the customer's voice within the organization to drive continuous improvement in products, services, and processes.
• Collaborate with cross-functional teams—sales, product, and support—to deliver a seamless and positive customer experience.
• Gather and analyze customer feedback to identify trends, pain points, and opportunities for innovation.
• Customer Support and Success Enablement
• Oversee onboarding processes to ensure new customers have a smooth and successful implementation journey.
• Provide guidance and support to customers on best practices for using products or services effectively.
• Work closely with technical support teams to resolve customer queries promptly and efficiently.
  

Skills & Qualifications

• Experience: 2-6 years in customer success, account management, client relations, or customer support roles.
• Education: Bachelor's degree in Business Administration, Marketing, or a related field (MBA preferred).
• Technical Skills: Familiarity with CRM tools such as Salesforce, HubSpot, or Zoho; proficiency in Microsoft Office or Google Workspace.
• Core Competencies:
• Strong communication, presentation, and interpersonal skills.
• Proven ability to manage multiple client accounts simultaneously with attention to detail.
• Analytical mindset with the ability to interpret customer data and derive actionable insights.
• Problem-solving attitude with a focus on collaboration and customer empathy.