Senior Customer Success Manager

Key Responsibilities:

• Customer Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth and efficient transition to our products and services. Provide training and resources to help customers effectively utilize our solutions.
• Relationship Management: Build and maintain strong, long-lasting relationships with customers, acting as a trusted advisor and advocate for their needs within the company.
• Customer Success Planning: Develop and execute customer success plans that outline key milestones, deliverables, and success metrics to ensure customers achieve their desired outcomes.
• Product Adoption and Utilization: Monitor and analyze customer usage data to identify trends and areas for improvement. Provide insights and recommendations to help customers fully leverage our products.
• Issue Resolution: Proactively identify and resolve customer issues, coordinating with internal teams to ensure timely and effective solutions.
• Renewals and Retention: Drive customer renewals and retention by demonstrating the ongoing value of our solutions and addressing any concerns or challenges.
• Customer Feedback: Gather and communicate customer feedback to relevant teams to inform product development and improve overall customer experience.
• Advocacy and Growth: Identify and nurture opportunities for account expansion and upsell, collaborating with sales and marketing teams to drive growth.

Requirements

Bachelor’s degree in Business, Marketing, or a related field. Advanced degrees or relevant certifications are a plus.
5-8 years of experience in customer success, account management, or a related role, preferably within B2B SaaS industry in the Indian market.Excellent verbal and written communication skills, with the ability to effectively convey complex concepts to a diverse audience.Comfortable with technology and able to quickly learn new tools and systems. Experience with CRM software and customer success platforms is a plus.

Strong customer orientation with a proven ability to build and maintain customer relationships. Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically. Ability to work collaboratively with cross-functional teams, including sales, marketing, product, and support. Demonstrated track record of achieving customer satisfaction, retention, and growth targets.

Job Type: Full-time

Pay: ₹25,000.00 - ₹45,000.00 per month

Benefits:

• Cell phone reimbursement
• Food provided
• Health insurance
• Life insurance

Work Location: In person