Lead - Customer Success - SaaS

Lead Customer Success

Job Role - Lead Customer Success

Experience : 5-6 years

Location - Chennai

Must have: SaaS/Enterprise industry experience

Job Description :

Roles & Responsibilities:

As a Lead Customer success manager, you are responsible for building relationships with clients and getting to know them. Through swift issue resolution and timely upsells and cross-sells, you will also increase client retention and revenue. Your knowledge of customer needs makes you the go-to guide for Sales, Product, and Marketing teams on customer behavior.

Key Requirements:

- Exceptionally skillful at communication and relationship-building.

- Ability and will to learn as they need to know the ins and outs of the product.

- Ability to establish targets, craft a strategy and keep team members on track.

- Analyze and improve current processes in Customer Success.

Job Responsibilities:

- Customer success managers successfully negotiate long-term contract renewals with franchise owners and sales affiliates.

- Customer success roles are instrumental in client satisfaction by working with operational teams for the proper resolution of service issues.

- Additionally, the customer success manager role requires you to create a customer support strategy to boost customer retention.

- Customer success managers develop documentation and logs of implemented solutions and submit reports.

- A customer success manager gains customer acceptance by demonstrating cost reductions and operations improvements.

- Recommending and develop CMC teams to support individual pursuits is one of a customer success manager's duties.

- CSMs also identify sales opportunities by assessing the environment and devising and implementing winning strategies.

- A CSM contributes to sales engineering effectiveness by recommending courses of action.

- A CSM's tasks include creating plans and communicating deadlines to ensure projects are completed on time.