Xeno - Senior Customer Success Manager

2 weeks ago

Mumbai, India XENO PRIVATE LIMITED Full time

- Senior Customer Success Manager to build and nurture long-term partnerships with key clients.- The ideal candidate will understand client needs, offer tailored solutions, and drive revenue through upselling and cross-selling opportunities.- You'll work closely with internal teams to ensure seamless solution delivery, proactively address concerns, and minimize churn.- We're looking for someone who can advocate for clients, align their goals with our offerings, and develop proactive strategies to ensure high satisfaction.Key Responsibilities:- Work with accounts from the kickoff stage to understand their business objectives.- Collaborate with Product Implementation experts during onboarding.- Drive product adoption and ensure customers see value in the platform.- Create campaign and journey plans using pre-built playbooks with Associate CSMs & Sr. Consultants.- Present campaign plans to accounts (if part of your account scope).- Set up and lead Executive Business Reviews (monthly to annually), including deck creation.- Build strong relationships with champions and decision-makers.- Ensure timely renewals and drive up-sell opportunities.- Ask users to raise support tickets directly; act as the escalation point when needed.- Share customer feedback proactively with the Product to influence the roadmap.Skills and Qualifications:- 7-10 years of experience; at least 5 years of relevant work experience in a customer-facing role (customer success or account management).- SaaS experience is beneficial.- Familiarity with CRM and marketing campaign planning; can build and present success plans using internal playbooks.- Bachelor's degree in IT/Computer Science.- Excellent personal presentation and communication skills and strong client servicing skills.- Strong problem-solving skills and working knowledge of Excel & SQL (ref:iimjobs.com)

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