Customer Success- SMB/Mid Market

As a Customer Success Manager at LeadSquared, you play a crucial role in nurturing customer relationships, guiding them from onboarding through adoption, and ensuring they achieve their business goals using our platform. **Role Overview:** You will be responsible for seamless onboarding and adoption, driving user engagement, managing customer health and risks, gathering feedback, preparing for business reviews, and overseeing issue resolution and SLA compliance. **Key Responsibilities:** - **Seamless Onboarding & Adoption:** - Facilitate smooth transitions from implementation to ongoing use by collaborating with the implementation team and customers. - Monitor account readiness and milestones to ensure customers optimize our solutions. - **Drive User Engagement & Adoption:** - Track product usage and user engagement to identify areas requiring additional support or training. - Organize targeted training sessions and collaborate with senior stakeholders to promote deep product adoption. - **Manage Customer Health & Risks:** - Develop and maintain customer health metrics to proactively identify potential risks. - Implement mitigation strategies to address issues before they escalate. - Monitor account activity and service usage for early warning signs. - **Gather Feedback & Advocate for Customers:** - Regularly connect with users and decision-makers to gather feedback and enhance their experience. - Collaborate with Product and Operations teams to incorporate feedback for meaningful improvements. - Create success stories highlighting customer achievements. - **Prepare for Business Reviews:** - Compile data, insights, and recommendations to support monthly/quarterly business reviews. - **Issue Resolution & SLA Oversight:** - Serve as the liaison between customers and internal teams to ensure timely resolution of concerns. - Monitor service levels and ensure adherence to agreed timelines. **Qualifications Required:** - Bachelor's degree or equivalent professional experience in software or related industries. - 1-2 years of experience in customer success, project management, or account management, preferably in SaaS or enterprise software. - Comfortable collaborating with technical teams and understanding software implementations. - Strong communicator capable of engaging with all levels within customer organizations. - Organized multitasker who excels in a fast-paced, collaborative environment.,