Customer Success Manager

3 weeks ago

hyderabad, India Cloud4C Services Full time

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with. This candidate will be responsible for providing an excellent customer success, growth, revenue, retention, churn management, and NPS.


  • Conducting in-depth customer research.
  • Willingness to travel across India and select regions in Asia for customer meetings.
  • Collaborating closely with Product Managers (PM), and cross-functional teams to analyze and provide technical advisory support for customers.
  • Vigilantly monitoring customer revenue movements to ensure retention and minimize churn.
  • Understanding customer needs, identifying new opportunities, and generating organic leads through existing customers.
  • Continuously striving to increase the company's Net Promoter Score (NPS).
  • Driving customer engagement through personalized workshops and active participation in marketing promotions.
  • Conducting B2B sales, including upselling and cross-selling existing products and services.
  • Proactively staying informed about market trends relevant to the company's products and offerings.
  • Routing qualified opportunities to the appropriate sales teams for further development and closure.
  • Maintaining a comprehensive record of advocacy activities and their progress.
  • Timely and effectively addressing customer grievances through the ticketing platform.
  • Collaborating with internal leaders to consistently enhance business and customer value


Key Requirements:


  • 5-8 years of experience in customer experience/success within the IT product sector.
  • Demonstrates an exceptional passion for customer service, consistently surpassing customer expectations.
  • Possesses a collaborative attitude, working effectively with cross-functional leaders to achieve resolutions.
  • Exhibits creative thinking and the capability to work autonomously.
  • Proficient in problem-solving, adept at addressing challenges in any given situation.
  • Displays empathy towards customer concerns and delivers timely resolutions.
  • Demonstrates proficiency in conflict resolution, negotiation, and de-escalation.
  • Capable of multitasking in a dynamic, high-energy environment.
  • Holds oneself accountable and takes ownership of assigned roles and portfolios.
  • Possesses quick decision-making abilities, particularly in heated situations, to address customer grievances promptly.
  • Fluent communication skills in English, Hindi/Telugu are essential.

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