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Manager - Customer Success - IT

1 month ago

Bengaluru, Karnataka, India Kwan Ventures Full time

Manager - Customer Success - US/ EMEA (Europe Shift)

Role Overview:

As a Customer Success Manager (CSM), you will be the primary point of contact for our customers, responsible for driving adoption, ensuring satisfaction, and delivering measurable business outcomes. You will build strong relationships, understand customer needs, and proactively address challenges to maximize value from our solutions.

Key Responsibilities:

Customer Engagement & Relationship Management:

- Serve as the main point of contact for assigned customers, ensuring their long-term success and satisfaction.

- Develop a deep understanding of customers' business objectives and align our solutions to meet their needs.

- Foster trusted relationships with key stakeholders, decision-makers, and end-users.

Onboarding & Adoption:

- Drive seamless customer onboarding, ensuring proper training and enablement of users.

- Create customized implementation plans to accelerate product adoption.

Value Realization & ROI:

- Partner with customers to define success metrics and demonstrate measurable outcomes.

- Conduct regular business reviews to showcase product value and drive upsell opportunities.

Retention & Renewals:

- Proactively identify and mitigate risks to customer satisfaction and retention.

- Manage contract renewals, ensuring a high renewal rate and identifying opportunities for expansion.

Customer Advocacy:

- Act as the voice of the customer within the organization, providing feedback to product, marketing, and sales teams to improve offerings.

- Encourage customers to participate in case studies, testimonials, and reference programs.

Problem Solving & Escalation Management:

- Address and resolve customer issues in a timely and effective manner.

- Collaborate with technical teams to ensure swift resolution of complex problems.

Qualifications & Skills:

Experience:

- 5+ years in a Customer Success, Account Management, or related role in a SaaS or technology driven environment.

Skills:

- Strong relationship-building and communication skills (written and verbal).

- Proven ability to deliver results in retention, upselling, and cross-selling.

- Analytical mindset with the ability to derive insights from data and apply them effectively.

- Proficiency in CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.

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