Sales & Profit - Customer Success Manager

About our client: They are a fast-growing SaaS company providing a next-generation content management platform for sales and marketing teams. Their platform empowers sales and marketing professionals to share, and track sales content with prospects and customers, enabling them to close deals faster and more efficiently. Their clientele includes leading companies from various industries, including technology, healthcare, and financial services. Canva, Oracle, Carlsberg, and Puma are some of the prominent names. It was rated as the Most Recommended Software in 2022 by Software Advice and among the top 50 software companies in India by G2 in 2023. They were also recognized as one of America's best startup employers by Forbes this year.

Responsibilities:

- Develop and deliver comprehensive training and onboarding sessions to customers after sales, ensuring they have a smooth transition and understand the full potential of our offerings

- Cultivate strong relationships with key accounts and stakeholders, going beyond customer satisfaction to deliver exceptional experiences that foster long-term loyalty and advocacy for our offerings

- Be the friendly neighborhood support person, not just for troubleshooting but also for anticipating customer needs before they even realize it - the real MVP of customer success!

- Actively showcase newly released features and guide customers on maximizing the usage of relevant features, effectively demonstrating the value and continuous innovation

- Be the bridge between customers and our tech team, translating wishes into code and making sure the customer's voice is heard in the halls of innovation.

- Proactively identify upsell opportunities, leveraging your deep understanding of customer needs and pain points, and work towards maximizing customer lifetime value through account expansion.

- Take proactive measures to control churn by closely monitoring customer satisfaction levels and developing retention strategies tailored to each customer's specific needs and circumstances.

Requirements:

- 2 to 4 years of experience in Customer Success roles: Prove you've been in the trenches, establishing and nurturing successful customer relationships.

- Proficiency in managing complex account situations

- Picture yourself as the go-to problem solver, leading the charge for mutual success and building long-term partnerships.

- Strong consulting skills, with a proven track record of acting as a trusted advisor to clients or stakeholders, driving tangible business value.

- A genuine passion for customer success, particularly within the context of SaaS products