Job Description

Job Title: Customer Success Manager

Location:

[Remote/On-site/Hybrid]

Department:

Customer Success

Reports To:

Director of Customer Success

Job Summary:

The

Customer Success Manager (CSM)

is responsible for ensuring customers achieve their desired outcomes while using our product/service. By building strong relationships, understanding customer goals, and driving adoption, the CSM will reduce churn, increase retention, and identify upsell opportunities.

Key Responsibilities:

Onboarding & Adoption:

Guide new customers through onboarding, ensuring a smooth implementation and quick time-to-value. Conduct training sessions and create resources to drive product adoption.

Relationship Management:

Serve as the primary point of contact for assigned accounts, building trust and long-term partnerships. Conduct regular check-ins (QBRs, business reviews) to align on goals and track progress.

Retention & Expansion:

Monitor customer health metrics (e.g., usage, NPS, CSAT) to proactively address risks and reduce churn. Identify upsell/cross-sell opportunities and collaborate with Sales teams.

Advocacy & Feedback:

Act as the customer's voice internally, sharing feedback with Product, Marketing, and Support teams. Encourage customer referrals, case studies, and testimonials.

Problem-Solving:

Resolve escalations by collaborating with Support, Engineering, or other teams. Develop success plans for at-risk customers.
6.

Data-Driven Insights:

Use CRM (e.g., Salesforce) and CS tools (e.g., Gainsight, HubSpot) to track metrics and trends.

Qualifications:

Experience:

3+ years in Customer Success, Account Management, or related roles (SaaS preferred).

Skills:

Excellent communication (written and verbal). Strong project management and analytical abilities. Proficiency in CRM tools and customer success platforms.

Mindset:

Proactive, empathetic, and results-driven.

Nice to Have:

Experience in [Telecalling, Digital Acquisition & Saas product]. Certification in Customer Success Customer retention/churn rate. Net Revenue Retention (NRR). Customer satisfaction (NPS/CSAT). Expansion revenue from upsells.
Job Type: Full-time

Pay: ?25,000.00 - ?35,000.00 per month

Benefits:

Cell phone reimbursement Health insurance
Work Location: In person

Speak with the employer

+91 9043044007
Expected Start Date: 01/08/2025