Customer Success Manager - SaaS

About the company - Hiring for a Saas product US based organisation. In the field of customer experience management and digital engagement solutions. With its cutting-edge technology and innovative approach, It has become a trusted partner for many of the world's most prominent brands, helping them navigate the complexities of today's digital landscape. The company's commitment to innovation and its customer-centric approach have made it a global leader in its industry, serving a diverse clientele across various sectors, from retail and finance to technology and healthcare.

Desired Candidate - We are seeking a dynamic and experienced Customer Success Manager to join our team. The ideal candidate will play a pivotal role in nurturing and maintaining strong relationships with our valued clients, ensuring their continued success with our solutions. As a Customer Success Manager, you will be the primary point of contact for clients, working collaboratively to understand their needs and maximise the value they receive from our products and services.

Roles and Responsibilities :

1. Client Relationship Management:

- Build and maintain strong, long-lasting relationships with assigned clients.

- Serve as the main point of contact for client inquiries, escalations, and feedback.

2. Product Knowledge:

- Develop an in-depth understanding of our products and services to effectively guide clients in their utilisation.

3. Account Strategy:

- Collaborate with clients to create and implement strategic account plans tailored to their unique goals and challenges.

- Identify opportunities for upselling or cross-selling relevant products and services.

4. Onboarding and Training:

- Assist clients in onboarding processes, ensuring a smooth transition to our solutions.

- Provide training and resources to help clients optimise their use of our products.

5. Issue Resolution:

- Proactively address client concerns, working closely with internal teams to resolve any issues or technical challenges.

6. Customer Feedback:

- Gather and relay client feedback to our product development teams to drive product improvements.

7. Renewals and Expansion:

- Monitor client contract renewals and identify opportunities for contract expansion.

Qualifications :

- 2+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organisation.

- Deep product management / evangelization experience with the aptitude to learn new products.

- Bachelor's degree in Technology (Business, Marketing, or similar).

- Proven experience in a customer success, account management, or related role.

- Strong communication, negotiation, and presentation skills.

- Familiarity with customer experience management tools and methodologies.

- Exceptional problem-solving abilities and a customer-centric mindset.

- Ability to manage multiple client relationships and tasks simultaneously.

- Proficiency in CRM and project management tools is a plus.

- Excellent written and verbal communication skills, articulation skills and a compelling executive presence.

- Social media ads certifications or Digital Marketing Certifications preferred

- Degree in technical / engineering disciplines (IITs, NITs or comparable Tier 1 Colleges).