Customer Success Manager
3 weeks ago
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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