Customer Success Manager - SaaS

Responsibilities :

- Own the complete customer lifecycle of onboarding, adoption, expansion and renewal

- Acquire a thorough understanding of key customer needs and requirements

- Ensure the timely and successful delivery of our solutions according to customer needs and objectives

- Onboarding - Working on new on-boarding program and video walkthroughs. Enabling Customer Success best practices

- Adoption - Tracking customer usage and ensuring widespread use of clients being serviced.

- Upsell/Cross sell - Expand the relationships by Identifying and pursuing new business opportunities among existing customers that meet their objectives

- Serve as the link of communication between key customers and internal teams. Specifically liaise with Customer Service, Engineering and Product Development departments to improve the entire customer experience

- Resolve any issues and problems faced by customers and deal with complaints to maintain trust

- Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics

- Serve as the lead point of contact for all customer account management matters

- Negotiate contracts and close agreements to maximize profits

- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors

- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

- Conduct Quarterly Business Reviews with customers

- Collaborate with sales team to identify and grow opportunities within territory

- Execution & Implementation of new internal processes to streamline and scale CSM work

Basic Qualifications :

- Customer Success experience or Account Management

- Bachelor's/PG degree

- Advanced Excel Skills

- Executive Presence

- Exceptional written and verbal communication

- Ability to comprehend technical concepts and translate the same to business

- Ability to travel

- Start up experience is a bonus

- Prior Saas experience is a bonus