Prophaze Technologies India

We are seeking an experienced and proactive Customer Success Manager to lead and oversee our customer success function. The ideal candidate will bring deep expertise in IT or SaaS, client relationship management, and team leadership. This role is pivotal in ensuring customer satisfaction, driving renewals, managing licensing and invoicing processes, and fostering long-term client partnerships. Key Responsibilities Lead, mentor, and manage the Customer Success team to ensure seamless onboarding, engagement, and retention of customers. Assign customer SPOCs and conduct periodic health check-ins and feedback sessions. Own and drive the entire contract renewal lifecycle from proposal creation to successful closure. Prepare and manage commercial proposals in close coordination with Sales and Finance teams. Oversee licensing processes and ensure accurate, timely invoicing. Track and maintain renewal and new order data, including manual updates when required. Follow up on renewal payments and coordinate with Finance for escalation cases. Collaborate with Sales, Technical, and Legal teams to resolve customer issues efficiently. Analyze customer feedback and implement improvements to enhance the overall customer experience . Maintain detailed, accurate, and up-to-date documentation for all customer accounts and renewals. Required Skills & Qualifications Minimum 5 years of experience in Customer Success, Account Management, or related roles within the IT/SaaS industry . Proven track record in managing B2B customer relationships and driving renewals. Strong leadership and team management skills. Excellent communication, problem-solving, and negotiation abilities. Ability to understand and clearly articulate technical products and solutions to clients. Experience managing licensing, invoicing, and contract-related processes. Preferred Attributes Prior experience in Cybersecurity or Cloud solutions. Proficiency in CRM tools and customer success platforms. Ability to work in a fast-paced, dynamic environment and manage multiple priorities. Customer-first mindset with a focus on delivering measurable business value.