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Customer Success Manager

1 month ago

Pune, Maharashtra, India Jitterbit Full time
Job Description

Position Overview: We are seeking a highly motivated and experienced Customer Success Manager (CSM) to join our team in the dynamic and fast-paced iPaaS (Integration Platform as a Service) industry. The CSM will work cross-functionally with various internal teams and external stakeholders, requiring exceptional coordination, communication, and organizational skills. 

The ideal candidate excels in process management, cross-functional collaboration, and data analysis, ensuring that renewals align with customer needs and company objectives. This role requires strong organizational skills, attention to detail, and the ability to track key renewal metrics while facilitating seamless internal coordination.

Working Hours: 11 AM - 8 PM IST

Key Responsibilities:

Customer Engagement & Onboarding

  • Quickly familiarize yourself with company processes and tools within the first 60 days, including mastering onboarding, business reviews, and operational reviews.

  • Prepare and conduct Onboarding meetings to ensure customers are set up for success.

  • Review customer licenses and platform usage to document their journey, assess risks, and define mitigation plans as needed.

  • Drive, negotiate, and close renewals in a timely manner as required.

Customer Success Support & Data Analysis

  • Provide back-office support for strategic renewals by preparing usage reports, pricing proposals, and customer account summaries.

  • Track and report on key renewal metrics, ensuring alignment with retention and revenue goals.

  • Assist in identifying customers for upsell and expansion opportunities based on platform engagement and business needs.

Internal Coordination & Process Optimization

  • Work cross-functionally with Sales, Customer Success, Finance, and Operations to streamline renewal workflows.

  • Ensure all renewal data is captured and updated in CRM and internal tracking systems.

  • Proactively identify and mitigate renewal risks by providing insights based on historical usage and account trends.

  • Support Account Executives and Customer Success Managers with customer data, renewal insights, and documentation.

Strategic Communication

  • Master the company's value proposition and communicate it effectively to customers.

  • Align platform capabilities with customer objectives, demonstrating how the solution accelerates results and mitigates risks.

  • Identify and advocate for new customer initiatives where the platform can deliver value.

Documentation & Reporting

  • Document customer journeys, potential risks, account health, success plans, and other key artifacts.

  • Identify customers suitable for marketing and sales initiatives such as case studies, analyst reviews, and reference programs.

Escalation Management

  • Handle escalations by managing communication and driving positive outcomes when customer priorities are not met.

Account Strategy Development

  • Collaborate with Account Executives to develop and execute account strategies that align with customer priorities.

  • Research and analyze customer initiatives to identify how the platform can support their success.

Qualifications

  • Minimum of 3 years of experience in customer success or partner success roles.

  • Proven ability to work cross-functionally with internal teams and external partners to achieve shared goals.

  • Strong background in reviewing contracts, negotiating terms, preparing proposals, and driving initiatives to completion.

  • Excellent communication, organizational, and problem-solving skills.

  • Experience in a fast-paced, high-visibility environment is highly desirable.

  • Familiarity with CRM systems and iPaaS platforms is a plus.

Additional Information

 What You'll Get:

  • Work for a growing leader within the Integration Platform as a Service (iPaaS) tech space
  • Join a mission-driven company that is transforming the industry by changing the way customers use API creation within business-critical processes.
  • Career development and mentorship
  • A flexible, remote-friendly company with personality and heart

Please be advised that Jitterbit does not:

  • Conduct interviews through unsecure messaging platforms.
  • Request sensitive personal information, such as social security numbers or bank details, during initial contact.
  • Require payment or fees from applicants at any stage of the hiring process.
  • Offer unrealistic salaries or benefits packages.

Jitterbit is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.