Netradyne - Customer Success Manager

4 weeks ago

Mumbai, Maharashtra, India Netradyne Technology Pvt. Ltd Full time

Position: Customer Success Manager

Experience: 8+ Years

Location: Mumbai

Job Summary

We are seeking a highly experienced Customer Success Manager (CSM) with a minimum of 8+ years of experience to join our team in Mumbai. The ideal candidate will be a customer-centric professional with a proven track record of building and maintaining strong client relationships. This role is crucial for ensuring our customers not only adopt and use our solutions but also achieve their key business outcomes and success metrics. You will be the primary point of contact for clients, driving value, mitigating risks, and fostering long-term partnerships.

Key Responsibilities

Customer Onboarding & Relationship Management:

- Lead the customer onboarding process by providing comprehensive guidance and training to ensure a smooth initial implementation.

- Develop and nurture strong, long-term relationships with customers, acting as their primary point of contact to understand their needs and challenges.

Adoption & Value Realization:

- Drive product adoption and usage by identifying and promoting key features and functionalities that align with customer goals.

- Conduct regular check-ins, provide updates, and share best practices to help customers maximize the value they derive from our solutions.

Customer Engagement & Advocacy:

- Foster high levels of customer engagement and loyalty through regular communication, conducting Quarterly Business Reviews (QBRs), and being an active listener.

- Represent customer needs and interests internally, collaborating with cross-functional teams to drive customer-centric initiatives.

Renewal & Upsell Strategy:

- Collaborate closely with Sales teams to ensure a high rate of customer renewals.

- You will also proactively identify and explore opportunities for upselling and cross-selling additional products and services.

Risk Mitigation & Reporting:

- Monitor customer health and proactively identify potential risks to success or satisfaction.

- You will provide additional support, escalate issues as needed, and utilize data from a customer health dashboard to prepare regular reports for stakeholders.

Travel & Continuous Improvement:

- Engage in frequent travel to meet with customers in person to accurately measure customer pulse and gather direct feedback.

- Stay updated on industry trends and share best practices with the team to contribute to the continuous improvement of customer success processes.

Required Skills & Qualifications:

- A minimum of 8+ years of proven experience in a Customer Success, Account Management, or a similar client-facing role.

- Demonstrated ability to develop and maintain strong customer relationships and drive product adoption.

- Experience with onboarding, QBRs, and managing the full customer lifecycle.

- Excellent communication, negotiation, and problem-solving skills.

- Proficiency in tracking and analyzing customer success metrics and utilizing CRM systems and customer success dashboards.

(ref:iimjobs.com)

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