Customer Success Manager - B2C Segment

Roles and Responsibilities:

- Establish clear client retention goals

- Upselling and cross-selling services with existing clients

- Review customer complaints and concerns and seek to improve the client's experiences

- Build relationships between clients and the technical team

- Evaluate and Analyze client's Needs

- Builds Trust and Transparency with Clients

- Promotes Customer Loyalty

- Collecting customer feedback and closing feedback loops

- They should focus on adding value and reducing attrition

- Coordinate with Intra & inter-departments to collaborate on clients' issues for quick resolutions.

- Prepare reports on customer success metrics, and provide recommendations for improvement to internal teams based on customer insights.

- Regularly check with customers to understand their needs, challenges, and goals.

- Collaborate with cross-functional teams to address customer issues and requirements.

Desired profile:

- You have a minimum of 2-3 years of experience in the customer-facing customer success field (Having experience in a B2C company is a major plus)

- Smart thinker, innovator, and decision-maker who can inspire customer loyalty.

- Great leadership skills

- Have an acumen and tact for handling C-Suite discussions

- Great communication skills

- Experience handling infuriated customers

- Experience in handling customer queries tactfully and diplomatically to ensure that they stay subscribed to our services.