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SALESCOM SERVICES
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Manager - Customer Success

Manager - Customer Success

SALESCOM SERVICES

0 years

10 Lacs

calcutta

Posted:1 day ago| Platform: GlassDoor logo

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Skills Required

security trading service technology cybersecurity contracts management design retention strategies upselling outreach analyze data collaboration marketing monitoring report crm leadership negotiation communication analysis salesforce billing development collaborative

Work Mode

On-site

Job Type

Part Time

Job Description

Job Title: Manager - Customer Success
Location: Salt Lake, Sector 5, Kolkata
Shift Timings: 1:15pm to 10:30pm | Alt Saturdays till 6:30pm
Employment Type: Full Time On-Site
Industry: Telecommunications, Security and Managed IT
Salary: Upto 10 LPA

Who are we:

Salescom Services, a subsidiary of ABI Business Services, owns & operates 2x separate Businesses with annual turnover past 5M current financial year & has been operating for over a decade. ABI, being the parent Company, does trading as V4One (https://v4one.co.uk) & also as V4 Consumer (https://v4consumer.co.uk) & both have been trading over a decade led by multi-functional teams & leadership.

V4One is a full-service B2B technology provider offering Unified Communications, Cybersecurity, Managed IT, and Cloud Services to 1000+ SMEs across Britain.
V4 Consumer is a licensed ISP delivering broadband, smart home tools, and connectivity solutions to 8000+ residential clients, growing by 500+ new customers monthly.

We are recognized finalists at prestigious awards like the British Business Awards, ISPA, CRN Channel Awards, and the Great British Entrepreneur Awards.

Role Description:

As a Customer Success Manager, you will lead strategic efforts to retain existing customers, renew contracts, and win back former clients.

This role demands a proactive mindset, strong commercial acumen, and a deep understanding of customer lifecycle management in the telecom sector.

You will work closely with the board and cross-functional teams to design and execute retention strategies that align with business goals. Your success will be measured by customer longevity, renewal rates, and win-back conversions.

Responsibilities:

Customer Retention Strategy: Develop and implement retention campaigns to reduce churn and enhance customer loyalty.
Contract Renewals: Manage end-of-term contract negotiations, ensuring timely renewals and upselling opportunities.
Win-Back Initiatives: Identify and re-engage former customers through targeted outreach and customized offers.
Customer Insights & Feedback: Analyze churn data, conduct exit interviews, and use insights to improve retention tactics.
Cross-Functional Collaboration: Work with Sales, Customer Service, and Marketing to ensure seamless customer experience.
Performance Monitoring: Track KPIs such as churn rate, renewal rate, and win-back success; report to senior leadership.
CRM Management: Maintain accurate records of customer interactions, renewal status, and campaign outcomes.

Must Have Skills:

Proven experience in customer retention, renewals, or account management (preferably in telecom)
Proven experience in a Leadership role.
Strong negotiation and communication skills.
Data-driven mindset with experience in churn analysis and customer segmentation.
Ability to lead and motivate a small team or work independently.
Familiarity with CRM platforms (e.g., Salesforce, Zoho, Freshdesk).
Strategic thinking with a 'Business First' approach to decision-making.

Good to Have Skills:

Experience with loyalty programs or customer lifecycle marketing.
Understanding of telecom billing and contract structures.
Exposure to win-back campaigns and reactivation strategies.
Knowledge of GDPR and customer data handling.
Emotional intelligence and customer empathy.

Benefits:

Competitive salary, performance-based bonuses
Health insurance for self and dependents
Professional development and certifications
Inclusive and collaborative work culture
Cafe facilities and free drop services

How to Apply:

Send your resume and cover letter to puja.ganguly@salescom.in with the subject line' Manager - Customer Success.

We are an equal opportunity employer and welcome candidates from all backgrounds.

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Manager - Customer Success