Customer Success Manager

1 week ago

New Delhi, India YourTribe Full time

We are looking for passionate, energetic and results-oriented individuals to join our team as a Customer Success Manager (CSM). The Customer Success Manager (CSM) is expected to manage the customer experience for a specific group of customers and help grow and maintain revenue. CSM is the Customer’s Advisor who serves as a key point of contact and as a liaison between the customer and the various departments within business.


The key deliverables are:

  • The CSM will understand the customer's business needs to ensure customer satisfaction and encourage continued long-term relationship.
  • Help identify opportunities where our solutions fit their ongoing business strategy.
  • Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback.
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
  • Represent the voice of the customer to provide input into every core product, marketing and sales process.
  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support.
  • Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.


Skills and Qualifications

  • Experience working with large enterprise customers.
  • Exceptional communication skills, highly organized, collaborative and detail oriented.
  • Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred.
  • Comfort in a startup environment we move quickly and wear many hats in a dynamic environment.
  • Excellent communication and interpersonal skills.
  • Flexible approach, able to operate effectively with uncertainty and change.
  • Driven, self-motivated, enthusiastic and with a “can do” attitude.

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