Customer Success Manager

7 days ago

India Twerlo Full time
Job Description

Role Description:

The Customer Success Manager (CSM) is a hybrid role, will be responsible for overseeing the entire customer lifecycle, from onboarding to activation and ongoing account management. The CSM will ensure customers derive maximum value from our solutions, leading to increased customer satisfaction, retention, and growth. The CSM will also work closely with internal teams to ensure a seamless customer experience and advocate for customer needs.

Key Responsibilities:

  • Customer Onboarding: Lead the onboarding process for new customers, ensuring they are set up for success with our solutions.
  • Activation: Facilitate the activation process, helping customers to start using our products effectively and efficiently.
  • Account Management: Provide ongoing support and management for live accounts, addressing any issues and ensuring customer satisfaction.
  • Customer Relationships: Build and maintain strong relationships with customers, acting as their main point of contact and trusted advisor.
  • Customer Feedback: Gather and analyze customer feedback to improve our products and services, advocating for customer needs within the company.
  • Upselling and Cross-selling: Identify opportunities for upselling and cross-selling additional solutions to existing customers.
  • Customer Health Monitoring: Monitor customer health metrics and proactively address any potential issues to prevent churn.
  • Product Training: Provide training and resources to customers to help them fully utilize our products.
  • Collaboration: Work closely with sales, product development, and support teams to ensure a cohesive customer experience.
Requirements

Qualifications:

  • Experience: Minimum of 5 years in customer success, account management, or a related role in the SaaS industry. Experience in the GCC market, especially KSA, is essential.
  • Customer-Centric Mindset: Strong commitment to delivering exceptional customer service and experience.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts clearly.
  • Problem-Solving: Strong problem-solving skills, with the ability to think creatively and find solutions to customer issues.
  • Analytical Skills: Ability to analyze customer data and metrics to drive informed decisions and actions.
  • Industry Knowledge: Understanding of SaaS and B2B solutions, with the ability to stay updated on industry trends.
  • Adaptability: Ability to work independently and adapt to a fast-paced, changing environment.
  • Collaboration: Strong teamwork skills, with the ability to collaborate effectively with different teams.
Benefits

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