Customer Success Manager

20 hours ago

Noida, India Provana Full time

We are seeking a Customer Success Manager with experience handling US-based clients in the SaaS space. This role demands both relationship leadership and technical acumen you will serve as the primary point of contact for high-value accounts, ensuring adoption, retention, and growth. You'll also guide clients through technical setups, integrations, and process optimization.

Key Responsibilities:

Client Relationship & Retention

  • Own end-to-end client relationships for assigned US-based accounts.
  • Serve as a trusted advisor, proactively identifying opportunities for product adoption and business value.
  • Conduct regular business reviews and successful planning sessions.

Technical & Product Enablement

  • Guide clients through onboarding, configuration, and integration of Speech Analytics and Compliance tools.
  • Support data exchange setup (SFTP, API, batch file configurations) and coordinate with Internal teams for smooth deployments (If needed).
  • Troubleshoot and resolve technical issues in collaboration with support teams.

Business Impact & Growth

  • Drive account renewals and expansion opportunities.
  • Provide feedback to product teams on client needs and market trends.
  • Train client teams in new features and best practices.

Collaboration & Reporting

  • Work closely with Sales, Product, and Implementation teams to ensure seamless customer experience.
  • Maintain up-to-date records in CRM.
  • Prepare periodic account health and usage reports for leadership.

Qualifications & Skills

Must-Have

  • 7+ years in SaaS customer success/account management, with US client handling experience.
  • Strong understanding of SaaS workflows, integrations, and client onboarding.
  • Excellent communication skills suited to US business culture.
  • Technical comfort with SFTP, API connections, data formatting (CSV, XML), and cloud-based tools.

Nice-to-Have

  • Experience with compliance management solutions, dispute resolution tools, or speech analytics platforms.
  • Exposure to banking/financial services clients.

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