Customer success manager

Job Role - Customer Success Manager

location-Hyderabad

Experience-3-5years

Must Have- Saas , B2B sales..

Roles and responsibilities-

Customer Portfolio & Experience Management-

• Develop, manage, and maintain client portfolios to maximize customer value and long-term retention.
• Serve as the primary point of contact for customers, ensuring a high-quality and consistent customer experience.
• Map customer success journeys, identify friction points, and implement improvements to enhance engagement and satisfaction.
• Drive customer adoption and activation of the software through targeted success strategies.

Customer Engagement & Retention-

• Minimize customer churn by proactively identifying risks and implementing strategic engagement plans.
• Improve Net Promoter Score (NPS), Customer Satisfaction (CSAT), and overall customer health metrics.
• Ensure customers achieve their desired outcomes and maximum product value.

Team Leadership & Performance Management-

• Lead, manage, and support a team of Customer Success Representatives, including ownership of individual accounts.
• Set clear team and individual performance goals aligned with company objectives.
• Monitor performance, provide regular feedback and coaching, and conduct formal performance reviews.
• Foster a high-performing, customer-centric team culture.

Onboarding & Process Improvement-

• Design, implement, and continuously improve customer onboarding processes.
• Optimize communication tools and workflows to ensure efficient and scalable customer interactions.
• Establish best practices for customer success operations.

Data, Reporting & Insights-

• Analyze customer data and success metrics to identify trends, risks, and growth opportunities.
• Prepare and present regular reports on customer success KPIs to senior management.
• Use insights from data analysis to inform decision-making and strategic planning.

Customer Advocacy & Product Collaboration-

• Gather and analyze customer feedback to identify product gaps and enhancement opportunities.
• Act as the voice of the customer internally, advocating for customer needs and priorities.
• Collaborate closely with the product and engineering teams to influence roadmap decisions and improvements.

Strategic Planning & Budget Management-

• Develop and execute customer success strategies aligned with business growth goals.
• Manage the customer success budget, ensuring efficient use of resources to meet team and organizational objectives.