Customer Success Manager
1 month ago
Job Title - Customer Success Manager ( CSM)
Location - Jaipur (Onsite)
Experience - 4 yrs plus
Shift - US shifts (6:30 PM to 4:30 AM).
Position Overview :
Given our business model, where our customers pay us over time, Customer Success is absolutely
vital to our long-term profitability. We will not be successful unless our customers are receiving
massive value from our service. As such, we need a senior executive to own driving success for our
customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding,
support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
Required Experience/Skills: Must be comfortable in working in US Shift timings (6:30 pm – 4:30 am). Experience in leading customer-facing organizations Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models Analytical and process-oriented mind-set Demonstrated desire for continuous learning and improvement Enthusiastic and creative leader with the ability to inspire others Excellent communication and presentation skills Relevant Bachelor’s degree; preference for computer science or related degrees
Responsibilities:
Drive Customer Success Outcomes
o Increase renewal rates and reduce churn
o Expand our revenue in accounts through cross-sell and up-sell
o Influence future lifetime value through higher product adoption, customer satisfaction
and overall health scores
o Drive new business growth through greater advocacy and reference-ability
o Understand customer outcomes by communicating with customers, analyse customer
health metrics, run NPS and gather other feedback via Intercom
o Represent the voice of the customer to provide input into every core product,
marketing and sales process
o Collaborate closely with team members support renewals and expansion
opportunities
o Serve as the primary contact for the on boarding of new customers, the training of
platform end users, as well as post go-live support
o 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
o Gauge customers’ levels of engagement with the company and provide feedback to
the other teams regarding product and service improvements
o Provide insights to customers to ensure that they get the most out of the platform
with the aim of helping grow our customer base
o Being the main point of contact between the company and a number of named
enterprise accounts Define and Optimize Customer Lifecycle
o Map customer journey
o Develop listening points in journey (e.g., usage, satisfaction, etc.)
o Standardize interventions for each point in journey
o Define segmentation of customer base and varying strategies
o Identify opportunities for continuous improvement
o Learn from best practices in industry Manage Customer Success Activities
o On boarding
o Training
o Professional Services
o Customer Support
o Customer Success Management
o Renewals
o Cross-sell / Up-sell/ Outbound
o Advocacy Enhance Effectiveness and Efficiency Through Technology
o Support systems
o Customer marketing software
o Reference and advocacy solutions
o Customer Success Management platform
Inspire Customer Success Across Company
o Create company-wide culture of Customer Success
o Align with Marketing around marketing to existing clients
o Align with Product around driving product roadmap
o Align with Sales around cross-sell and up-sell and focus on selling with a retention
focus
o Align with Executive Team around key metrics and objectives
o Drive company-wide definition of ideal customer
o Create company-wide customer feedback loop
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