Manager - Customer Success - SaaS Solution - IIM/ISB/MDI/FMS

Manager - Customer Success

Location: Prayagraj / Varanasi / Delhi / NCR

We are looking for a dynamic Customer Success Manager. As a CSM you will be responsible for building strong relationships with our customers and ensuring their success with our software-as-a-service (SAAS) solutions. You will be the primary point of contact for assigned customers, working closely with them to understand their business needs, and ensuring they achieve their desired outcomes using our products. You will collaborate with other teams within the organization to drive customer satisfaction, retention, and expansion. You shall be a custodian of customer to drive the best in class adoption and experience.

Your responsibilities:

The person leading this role would be expected to:

- Build strong relationships with our customers, serving as their primary point of contact

- Conduct onboarding and training sessions to ensure customers are successfully onboarded and educated on our products

- Collaborate with the sales team to identify upsell and cross-sell opportunities and help drive customer expansion

- Conduct regular check-ins with customers to ensure they are achieving their desired outcomes and to address any issues or concerns they may have

- Work closely with the customer support team to ensure timely resolution of any technical issues or product-related questions

- Actively monitor customer health and engagement to identify and mitigate any risks of churn

- Provide feedback to the product team on customer needs and feature requests to drive product development

- Maintain accurate and up-to-date customer information

- Carry out the cost benefit analysis of the project

- Communicate the metrics and Impact to CXOs

- Be a change agent driving the adoption of a technology at customer end

- Drive the customer satisfaction by engaging fright rom Shop Floor to the Top Floor

- Participate in customer-focused projects and initiatives as needed

Skill sets/Experience we require:

- 5 + years of experience in customer success or account management

- Strong interpersonal and communication skills, with the ability to build rapport with customers and collaborate effectively with internal teams

- Ability to understand and articulate technical concepts in a clear and concise manner

- Proven track record of driving customer satisfaction, retention, and expansion

- Strong organizational skills and attention to detail

- Ability to prioritize and manage multiple tasks in a fast-paced environment

- Ready to trave 40 to 50 percent

Pedigree:

- Bachelor's degree in Engineering

- MBA from Tier 1 college preferred