Senior Manager - Customer Success - SaaS

Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You're passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you we would love you to be on-board and nurture our customers!

Position : Sr Customer Success Manager

Location : Bangalore (5 days working from office)

Experience : 7 to 12 yrs

Responsibilities:

- Deliver outstanding experiences that drive strong retention of accounts leading to renewals, account expansions and referenceable customers.

- Own relationship with assigned clients, which includes: Increasing adoption, managing risks, ensuring retention, customer delight and business growth.

- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. Educate customers on value derived.

- Work with customers to articulate desired business outcomes. Define an actionable customer success plan with clear objectives, stakeholders, milestones, risk and metrics needed to achieve them.

- Execute and track the customer success plan to fulfilment of outcomes.

- Work with cross-functional teams to own and ensure customer deployments are completed quickly and efficiently

- Identify and/or develop upsell and cross-sell opportunities.

- Own customer escalations and lliase with internal teams to get it resolved on priority.

- Be the customer's advocate and lead feature/issue resolution priorities/negotiations and initiatives with internal teams such as Product management, Product engineering, Customer support and Sales.

- Identify and facilitate training programs that will improve product knowledge, product usage, process know-how in the customer teams.

- Promote a customer-centric mindset across the organization and align initiatives across cross-functional teams

Desired Candidate Profile:

- 7 to 12 years of overall experience in Customer Success and/or Delivery roles (pre-sales/solutioning/delivery management or customer account management)

- Must be from Cybersecurity/Network technologies/SaaS/Hi-tech/Deeptech industry

- Experience working with customers in India/US /ME geographies including government entities.

- Experienced at account management & growth through farming.

- Experienced at leading presentations and discussions with customer's senior management teams

- Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.

- Highly energetic, with a passion for helping customers achieve expected business outcomes