Senior Manager Client Onboarding and Customer Success

Job Description

We are looking for a Senior Manager - Client Onboarding and Customer Success with 7+ years of experience in SaaS implementation, client onboarding, customer success, and team leadership. This role requires a strategic mindset to ensure smooth onboarding, optimize client experience, and drive product adoption. Qualification: 7+ years of experience in client onboarding, SaaS implementation, customer success, or enterprise software solutions. Qualification Criteria: B.Com, M.Com, MBA, or Engineering degree with relevant experience. Proven experience in managing teams, onboarding processes, and customer success programs. Strong understanding of ERP, CRM, SaaS products, and accounting principles. Expertise in customer retention strategies, product adoption, and technical troubleshooting. Excellent communication, stakeholder management, and problem-solving skills. Ability to manage multiple implementations simultaneously in a fast-paced environment. Willingness to travel occasionally for onsite client meetings and training. Skill Set Required: Strategic Thinking, Presentation Skills, Reporting, Project Management, Relationship Building, Project Planning, Market Analysis, Key Account Management, Team Management, Team Mentoring, Customer Escalation Handling, Cross-Functional Collaboration, and Accounting Knowledge. Responsibilities: Client Onboarding & Product Implementation- Lead and oversee the end-to-end onboarding process for ADDAs SaaS solutions across enterprise and mid-market clients. Develop and execute tailored onboarding strategies that align with client goals and drive product adoption. Ensure a seamless transition from sales to implementation to customer success, ensuring customer satisfaction at every stage. Monitor and optimize onboarding processes, reducing time-to-value and improving efficiency. Identify customer needs and provide customized training (onsite/virtual) for key stakeholders, including finance, IT, and operations teams. Customer Success & Retention- Build and maintain strong relationships with clients, acting as a trusted advisor and ensuring long-term engagement. Proactively address client concerns, ensuring high levels of satisfaction and reducing churn. Analyze customer usage data to identify patterns, pain points, and areas for improvement. Implement customer success strategies to maximize renewals, product adoption, and upsell opportunities. Conduct periodic customer health checks and feedback sessions to enhance service quality. Team Management & Leadership- Lead, mentor, and develop a team of client onboarding specialists, fostering a high-performance culture. Establish best practices, standard operating procedures, and knowledge-sharing frameworks within the onboarding team. Set performance KPIs and track team success in meeting onboarding and customer retention goals. Collaborate closely with Sales, Product, and Customer Success teams to ensure a cohesive client experience. Technical Support & Troubleshooting- Act as the escalation point for critical onboarding issues, ensuring timely resolutions. Collaborate with the product and engineering teams to address client feedback, troubleshoot technical challenges, and enhance platform usability. Perform root cause analysis (RCA) on recurring issues and drive continuous improvement initiatives. Hardware Troubleshooting: Knowledge of hardware troubleshooting is a plus. Data-Driven Decision Making- Utilize analytics and reporting to measure onboarding success, client adoption rates, and customer satisfaction levels. Continuously optimize onboarding workflows using data insights and industry best practices. Generate reports for senior management highlighting customer success metrics and areas for growth. Experience: 7+ years We Offer You: Opportunity to lead and shape the client onboarding function at a fast-growing SaaS company. Work on cutting-edge Fintech, IoT, and Smart Community solutions. Hybrid work model with direct client interaction and leadership responsibilities. Career growth in customer success, team leadership, and enterprise SaaS management. Location: Bengaluru Website : ADDA.io