Customer Success Manager

3 weeks ago

Mohali, Punjab, India TAC Security Full time

We are seeking a proactive and customer-focused Customer Success Manager (CSM) to join our team. As a CSM, you will be responsible for building strong relationships with our clients, ensuring they receive maximum value from our product/services, and driving retention and growth. You'll act as the trusted advisor, advocate, and liaison between the customer and internal teams.

Key Responsibilities:

  • Serve as the main point of contact for a portfolio of customers, ensuring their satisfaction and success with our offerings.
  • Onboard new clients, providing product training and guidance to drive early adoption.
  • Monitor customer health metrics and proactively address issues to ensure retention and renewals.
  • Identify opportunities for upselling and cross-selling, collaborating with the Sales team where appropriate.
  • Work cross-functionally with Product, Support, and Engineering teams to resolve client issues and improve the customer experience.
  • Collect customer feedback and advocate for their needs internally.
  • Prepare and lead regular check-ins, QBRs (Quarterly Business Reviews), and success planning sessions.
  • Track customer milestones, usage patterns, and satisfaction levels to assess engagement and success.
  • Maintain accurate records in CRM tools (e.g., Salesforce, HubSpot, Gainsight).

Qualifications:

  • Bachelor's degree or equivalent experience in Business, Marketing, Communications, or related field.
  • 7+ years of experience in a Customer Success,

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