Sr. Customer Success Manager

3 weeks ago

Hyderabad, India EasyWebinar Full time

Job Title: Sr. Customer Success Manager

Location: Hyderabad, India | On-Site

Experience: Minimum 8 years


About EasyWebinar:

EasyWebinar is a Las Vegas-based company, founded in 2018, with a single mission: to transform online events for enterprises, coaches, and creators. We are dedicated to empowering our customers to host highly engaging and impactful webinars, driving business growth and making meaningful connections with their audiences. Our platform provides seamless webinar experiences and is trusted by users worldwide to scale their online events and elevate their brands.


About the Role:

As a Sr. Customer Success Manager at EasyWebinar, you will be at the forefront of ensuring that our customers achieve their goals using our platform. With a minimum of 5 years of experience, including expertise in customer success, account management, and team leadership, you will manage customer relationships, reduce churn, improve NPS, and elevate Customer Satisfaction (CSAT). Additionally, you’ll manage and lead a team that drives customer engagement, retention, and growth.


Key Responsibilities:

  • Churn & Retention Management: Develop and execute strategies to reduce churn and increase customer retention. Proactively engage at-risk customers to ensure they continue to see value in the EasyWebinar platform.
  • Customer Satisfaction & NPS Improvement: Lead efforts to improve NPS and CSAT scores. Ensure your team addresses customer feedback and concerns in a timely manner to create an exceptional customer experience.
  • Account & Team Management: Serve as the key point of contact for important accounts while leading a team of customer success professionals. Guide your team in managing accounts, nurturing customer relationships, and delivering high-value outcomes.
  • Team Leadership & Development: Lead, coach, and mentor the customer success team, fostering a culture of growth, teamwork, and customer-centric thinking.
  • Data-Driven Insights: Utilize customer success tools like Gainsight, Salesforce, Totango, or Zendesk to monitor customer health, identify trends, and guide both your team and customers toward successful outcomes.
  • Onboarding & Training: Oversee the onboarding of new customers, ensuring a smooth transition and early engagement with the platform. Design and deliver training programs tailored to customer needs.
  • Customer Advocacy & Feedback: Build lasting relationships with key customers and encourage them to become brand advocates. Gather and act on feedback to continuously enhance the customer journey.
  • Renewals & Upsell Opportunities: Own the renewal process, ensuring customer renewals are achieved on time, and identify upsell opportunities to drive additional value for both customers and EasyWebinar.


What You Bring to the Table:

  • A minimum of 8 years of experience in customer success, account management, and team management, ideally within a SaaS environment.
  • Proven track record in reducing churn, improving NPS, and driving customer retention strategies.
  • Strong leadership experience, including building and managing customer success teams, and guiding them toward success.
  • Proficiency with customer success platforms like Gainsight, Totango, Salesforce, or Zendesk to track customer health and engagement.
  • Analytical mindset with experience in data analysis tools like Excel, Power BI, or Tableau to inform decision-making.
  • Exceptional communication and relationship-building skills, with experience in both customer-facing and internal cross-functional roles.


Why Join EasyWebinar?

At EasyWebinar, you’ll join a forward-thinking company that’s transforming the way businesses, coaches, and creators connect with their audiences through webinars. As a Sr. Customer Success Manager, you’ll directly contribute to our customers’ success and growth while leading a high-performing team. Join us on our mission to revolutionize the online events space

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