Manager - Customer Success

4 weeks ago

Pune, Maharashtra, India Sportism Full time

Role Overview

We are seeking a dynamic and client-focused Customer Success Manager to be the primary point of contact for our client's post-sale. This role is responsible for ensuring seamless campaign execution, building strong client relationships, driving retention, and identifying growth opportunities through cross-selling and upselling. Acting as a strategic partner, you will align client objectives with our services to maximize value, ROI, and customer satisfaction.

Key Responsibilities

- Client Onboarding: Lead the smooth onboarding of new clients, set clear expectations, and define campaign timelines.

- Campaign Management: Collaborate with internal teams (delivery, operations, and data) to ensure campaigns are launched, monitored, and optimized effectively.

- Relationship Management: Build and maintain strong, long-term relationships with key accounts, stakeholders, and executive sponsors.

- Performance Monitoring: Track campaign metrics, analyze results, and present performance reports to clients regularly.

- Cross-Sell & Upsell: Identify client needs and propose additional services that enhance their business outcomes.

- Client Retention: Drive account renewals and proactively identify growth opportunities.

- Feedback & Improvement: Gather client feedback and work with internal teams to enhance service delivery and client satisfaction.

- Issue Resolution: Serve as the point of escalation for client issues, ensuring timely and effective resolution.

- Process Enhancement: Recommend and implement improvements to internal processes for better client experience and operational Strong understanding of B2B marketing funnels and lead generation concepts (MQL, SQL, ICP, ABM, etc.).

- Excellent communication, presentation, and interpersonal skills.

- Analytical mindset with the ability to interpret KPIs, derive insights, and recommend improvements.

- Proficiency with CRM tools, Excel, and Google Sheets.

- Ability to handle multiple clients and priorities in a fast-paced environment.

Preferred Qualifications

- Experience working with clients in SaaS, IT services, or enterprise technology sectors.

- Knowledge of outbound marketing strategies, email campaigns, and appointment setting.

Why Join Us?

- Opportunity to work with global clients in the B2B tech space

- Collaborative and growth-oriented work culture

(ref:iimjobs.com)

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