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Customer Success Manager

2 months ago

Pune, India Quick Heal Full time

Job Title: Customer Success Manager

Type: Fulltime

Location: Pune


Who We Are:

We are a leading cybersecurity product development company known for our innovative solutions that protect personal computers from cyber-attacks. Our brand is synonymous with trust and reliability in the market. As we continue to grow, we are looking for a dedicated Customer Success Manager to join our team and help our customers achieve their desired outcomes with our products.


Role and Responsibilities:

As a Customer Success Manager (CSM), you will act as the primary point of contact for our customers, ensuring they derive maximum value from our products and services. You will bridge the gap between sales and customer support, proactively addressing customer issues and fostering strong relationships to enhance product value and reduce churn.


Key Responsibilities:

Onboarding and Training:

Guide new customers through the onboarding process, ensuring they understand how to use the product effectively. Provide training sessions and resources to help customers maximise product value.


Customer Engagement:

Regularly check in with customers to assess their satisfaction and address any issues or concerns. Build strong relationships with key stakeholders to understand their needs and objectives.


Account Management:

Manage a portfolio of customer accounts, ensuring each customer receives the attention and support needed. Develop and execute account plans to drive product adoption and customer satisfaction.


Issue Resolution:

Act as the main point of contact for customer support inquiries, ensuring timely resolution of issues. Coordinate with internal teams (e.g., support, product, engineering) to resolve customer problems.


Renewals and Upsells:

Identify opportunities for contract renewals and upsells by understanding customer needs and usage patterns. Collaborate with the sales team to drive revenue growth through cross-selling and upselling.



Customer Advocacy:

Advocate for customers within the company, providing feedback to product and development teams to improve the product. Develop customer success stories and case studies to highlight the value of the product.


Performance Metrics:

Track and analyse key performance indicators (KPIs) to measure customer success and identify areas for improvement. Report on customer health and satisfaction metrics to senior management.


Essential Skills and Qualifications:

Customer Relationship Management: Proven ability to manage and enhance customer relationships.

Brand Promotion: Experience in promoting brand loyalty and advocacy.

Proactive Problem Resolution: Ability to anticipate and resolve customer issues before they escalate.

Leadership Skills: Strong leadership capabilities to guide and influence internal and external stakeholders.

Empathy: High degree of empathy to understand and address customer needs effectively.

Product Knowledge: In-depth understanding of cybersecurity products and their applications.

Collaboration Skills: Ability to work effectively with cross-functional teams.

Time Management: Excellent organizational and time management skills.

Communication Skills: Strong verbal and written communication abilities.

Customer Intelligence: Capability to gather and analyze customer insights.

Data Analysis: Proficiency in analyzing data to drive customer success strategies.

Sales Experience: Experience in sales or account management roles is a plus.


You Are:

Ambitious: You crave success and we'll support you all the way. That way, we all win.

Collaborative: Able to influence and work effectively with others.

Open: Receptive to new ways of doing things and other people's ideas.

Authentic: True to yourself and appreciate diversity.

Entrepreneurial: Always spotting opportunities to improve and innovate.

Creative: Ready to design solutions for future challenges.


Why Join Us:

Join us to be part of a dynamic and innovative team dedicated to making the digital world safer for everyone. Your contributions will directly impact our customers' success and our company's growth.


How to Apply:

If you are passionate about customer success and have the skills and experience required, we would love to hear from you. Please submit your resume and cover letter detailing your experience and why you would be a great fit for this role.