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Designation :Assistant Manager

CSMLocation:

MohaliThe Assistant Manager of Customer Success is tasked with crafting and implementing strategies to boost customer retention and drive revenue through upsell crosssell and renewals. This position requires ensuring the success of all Customer Success activities and outcomes.Key Responsibilities:

Drive Customer Success Outcomes:

Implement a customerfirst approach by setting and tracking OKRs and KPIs and focus on owning revenue generation through Customer Success Management by driving upsell crosssell and renewals on a monthly basis.

Define and Optimize Customer Lifecycle:

Map and optimize customer journeys develop feedback mechanisms standardize processes for each stage create segmentspecific strategies and continuously seek improvement opportunities.

Manage Customer Success Activities:

Oversee onboarding training and support manage customer success teams and measure and analyze the effectiveness of initiatives to ensure consistent revenue growth.

Qualifications:

Knowledge:

Deep understanding of the SaaS industry recurring revenue models and business development.

Education & Work Experience:

Over 3 years in business growth with proven revenue achievement including a blend of postsale and sales experience and the ability to create and execute strategic initiatives.

Behaviour:

Passionate about continuous learning adaptable and a visionary mindset.

Skills:

Strong customer empathy analytical and processoriented with excellent communication and customer engagement abilities.

Abilities:

Skilled in influence and negotiation with the capability to understand commercial contracts and a commitment to continuous improvement.

Sales and Revenue:

Proven experience in upsell and crosssell strategies with a strong drive to pursue and close renewals revenue opportunities.

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