LitmusWorld - Customer Success Manager

Customer Success Manager

- Become a "trusted advisor" to the client. Build relationships with assigned customers/ clients, be a problem solver, and continually delight them with a positive, customer-centric attitude.

- Be the user experience and solutioning expert, guiding the client to build right conversational experiences. Proactively spot and correct any issues that could affect customer/ client satisfaction or retention ]

- Leverage campaign data insights, creative thinking, and product knowledge to consult with customers/ clients on strategic and tactical recommendations as well as adopting best practices.

- Understand customer outcomes by communicating with customers/ clients, analyze customer health metrics, run NPS and gather other feedback.

- Represent the voice of the customer to provide inputs to product, marketing and sales teams

- Collaborate closely with team members, specifically client operations on resolution as well as adding value. Support renewals and expansion opportunities/upsell campaigns, identify growth opportunities within the account, manage contracts/POs/invoices/etc.

- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

- Being the main point of contact as well as the point of escalation between the company and several named enterprise accounts