Manager - Customer Success - Enterprise SaaS

The Role :

You will be responsible for ensuring the success of clients core Mid-market and SMB customers. You'll be expected to meet and exceed the goal for net retention (both retention and expansion). You'll do this while tracking, analyzing and communicating key metrics and business trends (such as deployment, adoption and business reviews) as they relate to the global Customer Success strategy. This is a cross functional role, working closely with Product, Professional Services, Customer Support and other teams to close the feedback loop on customer and market needs.

Key Responsibilities :

- Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention

- Partner with Sales/Renewals to help ensure renewals and expansion opportunities are identified and closed successfully

- Responsible for KPIs of your team

- Identify and mitigate risk for accounts

- Work cross-functionally with Professional Services, Product, Support, Marketing and other teams to resolve customer business issues and work towards their stated goals

Customers :

- Manage the proactive customer life cycle leading to high rate of renewal and growth

- Manage customer feedback and product needs by providing feature requests to internal partner teams

- Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed

- Advocate for and represent the voice of the customer internally

People Management:

- Creating a culture of growth and results

- Enable the team for growth and business expansion while CSMs keep their trusted advisor role

- Provide management oversight and client communication during escalations or any other similar situations

- Conduct account reviews for your team

- Lead, motivate and develop your CSMs to be able to deliver on their goals

- Work with your CSM's account teams to plan and execute long term account plans. Help facilitate retention and growth via product and new business unit expansion

Skills Required:

- 4+ years of experience in a Customer Success/Account Management role servicing enterprise accounts

- 4+ years experience of people management

- Proven track record of meeting and exceeding targets, especially growth/expansion targets

- Understanding of Enterprise SaaS business motions and customer lifecycle.

- Customer Success Management/Leadership working with large enterprise, mid-market and SMB customer

- Proven ability to develop working relationships at all levels of management, both inside your company and within your customer accounts

- Experience with Sales, project management, account portfolio planning and prioritization

- Ability to prioritize, multi-task, and perform effectively under pressure

- Excellent written, spoken and presentation skills

- Possess top-notch organizational and analytical skills, especially with Salesforce/GainSight knowledge

- Experience in generating expansion opportunity and securing references from your portfolio will be a great advantage

- For India / Pune Location: Open to work in late evening shifts

- Proven customer management skills with large/mid-size and complex accounts

- Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives

- Creative, resourceful, detail-oriented, and highly organized

- An analytical and metrics-driven work style

- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment

- Passion for data protection and management market and new cloud-based technology

- Background in data protection and management is a plus

Qualifications & Experience:

- BE/B.tech/ME/M.tech

- 8-10 years of experience.