Client Success Manager

1 day ago

Dehradun, India W3global Full time

Key Responsibilities:- Serve as the primary point of contact for a portfolio of clients, owning the post-sale relationship lifecycle.- Understand client goals and business objectives to align product/service value and drive adoption.- Lead onboarding and training sessions to ensure clients are set up for success.- Monitor client health, usage, and engagement metrics; proactively address risks and resolve issues.- Collaborate with internal teams (Sales, Product, Support, Engineering) to ensure client needs are being met.- Identify opportunities for account growth, upselling, and cross-selling in partnership with the sales team.- Conduct regular business reviews with clients to demonstrate value, gather feedback, and strengthen partnerships.- Manage client renewals and drive customer retention metrics (NPS, CSAT, churn reduction).- Advocate for clients internally by communicating their needs, feature requests, and pain points to product and leadership teams.- Maintain accurate documentation of all interactions, issues, and updates in CRM and support tools.Required Skills & Experience:- Master's degree in Business, Marketing, Communications, or related field.- 2+ years of experience in Customer Success, Account Management, Client Services, or related roles (preferably in a SaaS or tech-driven environment).- Proven ability to manage multiple clients/accounts and deliver excellent customer service.- Strong relationship-building and communication skills (both verbal and written).- Data-driven mindset with experience analyzing client usage data and creating actionable insights.- Proficiency in CRM and CSM tools (Salesforce, HubSpot, Gainsight, Zendesk).- Exceptional organizational skills with attention to detail and a proactive approach to problem-solving.- Ability to manage expectations, handle escalations professionally, and influence stakeholders at all levels (ref:iimjobs.com)

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