Job Description

Position- Customer Success ManagerExperience- 3-5 yrsLocation- BangaloreNotice Period- Immediate joiner-15 daysQualification- Any graduationSkills- customer acquisition, technical support, handling customer queries (both technical and non technical), should have an exposure in handling teamJobRoles and Responsibilities:Leadership & Strategy:- Lead and scale the Customer Success function, driving retention and expansion strategies to ensure our customers maximize value from eShipz's platform.Customer Relationship Management:Build and maintain strong relationships with key clients to ensure customer satisfaction, resolve escalations, and identify growth opportunities.Team Development:- Mentor, coach, and grow the customer success team. Set performance goals, provide feedback, and foster a collaborative, customer-centric culture.Customer Retention & Growth:- Develop and execute strategies to increase customer engagement, improve retention rates, and identify upsell and cross-sell opportunities.Data-Driven Approach:Leverage customer success metrics (e.g., NPS, churn, retention, etc.) to continually optimize processes and drive improvements in customer satisfaction.Collaboration:- Work closely with the sales, product, and support teams to ensure seamless customer onboarding, product adoption, and satisfaction.Customer Advocacy:- Act as the voice of the customer within the organization, providing feedback and insights to the product and leadership teams.Process Improvement:Continuously refine customer success processes, workflows, and tools to driveefficiency and ensure scalability.Key Requirements:- Proven experience (3+ years) in customer success, account management, or a related role, preferably in SaaS or logistics solutions.- Strong leadership skills with experience managing and growing teams.- Excellent communication and relationship management skills.- Data-driven mindset with a passion for customer success metrics and outcomes.- Ability to work cross-functionally and influence stakeholders at all levels.- Strong problem-solving skills with the ability to manage escalations and navigate complex customer relationships.- Experience working in a fast-paced startup environment is a plus. (ref:updazz.com)