Client Success Manager

2 weeks ago

Bengaluru Karnataka India, Karnataka Convertcart Full time

Job Responsibility

  • Management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships.
  • Communicate telephonically with US-based clients.
  • Present and gather approvals on the hypothesis for A/B testing and website improvement recommendations based on qualitative insights and quantitative data done by in-house business analyst.
  • Work with customers to establish critical goals, plan the entire account strategy or quarterly campaign launch/initiation plan & help customers in achieving their goals.
  • Coordinate with cross-functional teams like product & engineering, development etc to ensure project or campaigns are launched in a timely manner.
  • Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups and other cross teams.
  • Present A/B test results to determine the impact on conversion and ROI.
  • Increase customer satisfaction by understanding business needs and accurately matching our solutions and offerings to these needs
  • Act as an escalation point to drive problem resolutions in a timely and proactive manner.
  • Proactively spot and correct any issues that could affect customer satisfaction or retention.
  • Monitor customer health to track usage and customer satisfaction.
  • Delivery of periodic (monthly / quarterly) Business Reviews with customers especially at the C-level and their stake holders.
  • To review and analyse key metrics to demonstrate progress and provide recommendations.
  • In concert with the Sales teams, forecast retention, renewal, and status for assigned accounts.
  • Empathise with every aspect of the customer experience, putting customers needs first
  • Work with customers to maximize customer value realization by ensuring a productive partnership that meets service level agreements

Key Requirements:


  • Prior experience in international Customer success, Professional Services, consulting or equivalent history of increasing customer satisfaction, adoption and retention
  • Understanding of e-commerce business, Strategic Marketing & Online Marketing / Campaign Management is strongly desired.
  • Digital marketing experience that demonstrates your in-depth understanding of Online Brand Development, Data Analytics, Campaign Management and customer and email acquisition will be added benefit
  • Experience working in a multi-cultural global organization
  • Strong structural work methods, multitasking and time management skills
  • Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer
  • Excellent verbal and written communication skills
  • Good presentation skills
  • Proven ability to collaborate and build strong relationships with customers especially at the C-level. Proven experience in managing project implementations.


Shift timings - 3 pm to 12 am

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