Job Description

We are looking to hire an experienced SaaS customer success manager for our enterprise focused B2C messaging business. This is a hands-on, high execution role which requires excellent business and technical skills to manage our product adoption with Fortune 500 companies, become a true partner in growth to our largest clients and bring their feedback and priorities back to the team to improve our product.The client success manager will be responsible for helping our clients achieve their business goals through expanded usage of our conversation and commerce APIs. They will enable businesses to accomplish this growth on our platform through use case adoption, business unit and geographical expansion, unblocking clients from technical and change-management hurdles and ensuring a high level of client satisfaction.The ideal candidate will have strong experience in enterprise SaaS/API customer success with a proven track record of delivering against goals. They will have demonstrated the ability to think strategically and analytically about business, product, and technical challenges, with the ability to build and convey compelling value propositions, and work cross-functionally to build consensus. We are looking for candidates who are highly motivated team players, who can get creative and roll up their sleeves to get things done while also helping to build and write the playbooks that will be used to scale our business globally. This is a full-time role based in Mumbai.

Customer Success Manager (BFSI), Business Messaging Responsibilities:

• Develops a comprehensive understanding of customer's business needs and strategies and offers solutions using our business messaging platform.
• Influences for impact and acts as a trusted advisor to help the client transform their business.
• Guides strategy, planning, and implementation of use cases to deliver against the client’s key performance indicators, ensuring a high level of adoption of our platform.
• Identifies optimization opportunities for improving performance.
• Delivers trainings and builds global playbooks/guides for clients regarding best practices around product implementation and solutions success.
• Drives product and feature adoption and provides ongoing education to partners (existing and prospects) about new and existing features.
• Actively seeks customer feedback (both formal and informal) regarding ways to identify and understand the drivers of satisfaction and/or dissatisfaction.
• Serves as an internal expert in connecting teams to product, solutions engineering and operational solutions to guide clients, partners and prospects to overcome technical and business challenges.

Minimum Qualifications:

• Experience in adapting to a changing product and responding strategically to client needs.
• Passionate client champion who can provide world-class relationship development and thought leadership across our client base to increase revenue and drive incremental business opportunities.
• Experience in preparing and delivering presentations targeted to a senior audience.
• Experience meeting multiple objectives in an entrepreneurial environment with little supervision.
• Experience deploying SaaS platforms across enterprise organizations and driving long-term engagement.
• Experience with translating complexity into simple and intuitive actions plans, explaining technical solutions, establishing goals, developing opportunities, and generally improving the customer experience.
• 8+ years experience in customer success, account management, consulting, strategic partnerships or pre-sales roles at a software/SaaS/CPaaS company.
• MBA Degree