Senior Customer Success Manager

Role & responsibilities

We're looking for an enthusiastic and client-centric Senior Customer Success Manager (Senior CSM) to guide our Customer Success Team at Intellicar. As Senior CSM, you will be responsible for managing key client relationships and escalations, onboarding new customers, strategizing to maximize revenue, and implementing continuous improvement initiatives to elevate client satisfaction and success. You will also help develop and support the team. This role is integral to building long-term, strategic partnerships with our clients and delivering value through every interaction.

Responsibilities

Client Engagement

• Ensure day-to-day deep engagement with key clients, fostering strong, collaborative relationships, and collecting feedback and testimonials.
• Handle escalations for key accounts with a focus on timely and effective resolution.
• Oversee the onboarding of new clients.
• Create and manage client training sessions, equipping clients with the knowledge and tools to maximize product value.
• Build strong, long-term relationships with clients, fostering loyalty and brand advocacy.

Team Mentorship and Development

• Guide Customer Success Managers (CSMs) to dynamically collect insights and maintain high standards for continuous improvement. Help them lead critical discussions with clients.
• Conduct tight and supportive team iteration discussions to address and refine customer service processes.
• Develop and manage Key Performance Indicators (KPIs) for team performance, account penetration, and customer satisfaction Strategy
• Strategize account expansion and revenue growth by deepening client engagement with targeted upsell and cross-sell strategies, aligning Intellicars offerings with client goals.
• Use analytics to focus on high-growth accounts, manage renewals, and reduce revenue leakage.
• Collaborate with product teams to integrate client feedback, enhancing product relevance and supporting loyalty.

Behavioural Traits

Solution-oriented and hands-on, ready to address challenges as they arise, with the ability to

connect with clients and teams effectively.

Preferred candidate profile

• 7+ years in customer success management, preferably within the IoT, automotive, or technology sectors.
• Highly customer-centric, with a strong focus on stability and resolution in client engagements.
• Strong verbal and written communication skills, adept at connecting with clients and internal teams.
• Approachable, acting as a guiding resource for both clients and team members. Communicative and transparent
• Organized and detail-oriented, capable of managing multiple accounts without compromising on quality.
• Skilled in resolving complex customer issues with professionalism and sensitivity.
• Flexibility to thrive in a fast-paced environment, balancing multiple client engagements effectively.