Manager - Customer Success

Job Title: Customer Success Manager

Locations: Delhi, Noida, Mohali, Bangalore, Ahmedabad

Job Summary:

- We are seeking a Customer Success Manager with 2-5 years of experience to drive customer satisfaction, retention, and growth. The role involves building strong relationships with clients, ensuring seamless onboarding, addressing concerns, and driving product adoption to enhance customer success.

Key Responsibilities:

- Act as the primary point of contact for customers, ensuring a seamless experience throughout their journey.

- Drive customer onboarding, training, and implementation to maximize product adoption.

- Proactively engage with customers to understand their needs, challenges, and success metrics.

- Monitor customer usage and engagement to identify opportunities for upselling and cross selling.

- Address and resolve customer issues, ensuring timely responses and solutions.

- Collaborate with internal teams, including sales, product, and support, to enhance customer satisfaction.

- Conduct regular business reviews with customers to track progress and identify improvement areas.

- Collect customer feedback and insights to contribute to product development and process improvements.

- Maintain a strong knowledge of the companys offerings to provide strategic guidance to customers.

- Develop and implement customer retention strategies to reduce churn and increase renewals.

Required Skill Set:

- Strong communication and interpersonal skills to build and maintain customer relationships.

- Experience in customer success, account management, or client servicing in B2B/B2C environments.

- Proficiency in CRM tools like Salesforce, HubSpot, or Zoho CRM.

- Analytical skills to track customer metrics and drive data-driven decisions.

- Problem-solving mindset with the ability to handle escalations and customer concerns effectively.

- Ability to work collaboratively with cross-functional teams to drive customer satisfaction.

- Strong organizational and time-management skills to handle multiple accounts efficiently.

- Proactive approach to identifying growth opportunities and ensuring long-term customer success.

Preferred Qualifications:

- Prior experience in SaaS, IT services, or technology-driven industries.

- Experience in managing customer accounts across different regions and industries.

- Certifications in Customer Success, Account Management, or CRM tools.