Customer Success Representative

Position: Customer Success Representative (CSR)

Location: Andheri, Mumbai
Experience: Minimum 3 years in a customer-facing role, preferably within the Technology or IT sector
Industry Preference: IT Consulting

Job Summary :-

We are seeking a proactive and customer-focused Customer Success Representative (CSR) to join our team in Mumbai. The ideal candidate will have hands-on experience in managing client relationships within the technology or IT domain. You will play a key role in ensuring customer satisfaction, retention, and long-term success by acting as a trusted partner and advocate for our clients.

Key Responsibilities :-

1. Manage Renewals

• Oversee the end-to-end contract or subscription renewal process.
• Forecast renewals, track timelines, and ensure timely follow-ups to prevent churn.
• Maintain accurate records of renewal status and customer interactions.

2. Customer Education

• Communicate product features, benefits, and pricing in a clear and effective manner.
• Guide customers on best practices and usage to help them maximize the value of our solutions.
• Conduct product walkthroughs, demos, and training sessions as needed.

3. Relationship Management

• Build and nurture long-term relationships with key customer accounts.
• Understand client business goals, challenges, and requirements to provide strategic support.
• Serve as the primary point of contact for customer queries and issue resolution.

4. Drive Value & Adoption

• Monitor customer engagement and usage patterns to ensure effective adoption.
• Identify opportunities to improve customer satisfaction and success metrics.
• Collaborate with internal teams to deliver customized solutions that align with client objectives.

5. Opportunity Identification

• Identify potential upselling and cross-selling opportunities based on customer needs.
• Coordinate with the sales and account management teams to drive revenue growth through strategic customer interactions.

6. Customer Advocacy

• Represent the customer’s voice within the organization.
• Work closely with sales, product, and technical teams to address feedback, feature requests, and service improvements.
• Ensure a consistent and high-quality customer experience at every touchpoint.

Required Skills & Qualifications :-

• Bachelor’s degree in Business, IT, or related field.
• Minimum 3 years of experience in a customer success, account management, or client servicing role.
• Prior experience in the IT consulting or technology services industry preferred.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a customer-first mindset.
• Proficiency in CRM tools (Salesforce, HubSpot, or similar) and MS Office Suite.

Job Type: Full-time

Work Location: In person