Manager - Customer Success

3 days ago

bangalore, India Zwayam Full time

Company Description:

Zwayam is a SaaS based hiring platform established by industry practitioners for large, mid-market, and small to medium enterprises. Zwayam is an end-to-end recruitment automation software which enables clients to automate all stages of their recruitment process, including sourcing and onboarding. Our platform is built on Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP) technologies.

We are looking for a Customer Success Manager  to join our dynamic team, someone who is passionate about technology, customer success, and innovation in the talent acquisition space.

 Role Description

As a Customer Success Manager (CSM), you are the primary advocate for our customers, ensuring their satisfaction, retention, and growth. You will work closely with clients to understand their business needs, help them achieve their goals, and maximize the value they get from our products or services. The role requires a combination of relationship-building skills, technical knowledge, and business acumen to effectively manage customer accounts.


Key Responsibilities:

 

  • Serve as the primary point of contact for assigned accounts, understanding their goals, challenges, and strategic objectives.
  • Proactively engage with clients to maximize the value they receive from our solutions, ensuring high retention rates and customer satisfaction.
  • Onboard new clients, provide training sessions, and support them throughout their lifecycle with our product/service.
  • Collaborate closely with Sales, Product, and Support teams to advocate for client needs and ensure issues are resolved promptly.
  • Monitor and analyze client usage data to identify trends, foresee potential issues, and drive product improvements.
  • Conduct regular business reviews and check-ins with clients to review progress, share best practices, and identify opportunities for growth.
  • Stay updated on industry trends and competitors' activities to provide strategic recommendations and maintain a competitive edge.

Required Qualifications:

  • Minimum of 3 years of experience in a customer-facing role such as Customer Success Manager, Account Manager, or similar.
  • Proven experience working with SaaS products and understanding of SaaS business models.
  • Strong understanding of enterprise client management and the ability to handle complex accounts.
  • Excellent communication and presentation skills, with the ability to build rapport and trust with clients.
  • Ability to work independently and manage multiple priorities effectively.
  • Startup experience is highly desirable, with a proactive and entrepreneurial mindset.
  • Optional: Experience in HR technology would be a plus.
  • Optional: Experience in managing a team of Customer Success or Account Managers.

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