Customer Success Manager
2 weeks ago
About the Role:
We are seeking a passionate and customer-oriented Customer Success Manager (CSM) to join our growing team in Jaipur and Mumbai. The ideal candidate will be responsible for ensuring our clients achieve their desired outcomes and value from our products/services. This role involves regular client interaction, providing exceptional service, and driving product adoption while promoting customer satisfaction and retention.
Key Responsibilities:
Client Relationship Management:
§ Build and maintain strong relationships with existing clients to ensure satisfaction and retention.
§ Act as the primary point of contact for customer inquiries and requests.
§ Conduct regular check-ins with clients to ensure ongoing success and address any issues.
Onboarding and Training:
§ Lead onboarding sessions for new customers to ensure they understand and can effectively use the product/service.
§ Provide product training, including educating customers on advanced features and new updates.
Product Adoption:
§ Guide clients to maximize the value of our products/services through best practices and feature recommendations.
§ Monitor product usage and proactively address gaps in adoption.
§ Provide product feedback from clients to the product development team.
Customer Support:
§ Handle customer escalations, ensuring timely and accurate resolution of issues.
§ Collaborate with support teams to address technical or service-related concerns.
Customer Success Metrics:
§ Monitor key customer success metrics such as churn rate, product adoption, customer satisfaction (CSAT), and Net Promoter Score (NPS).
§ Identify at-risk accounts and take proactive measures to reduce churn.
Cross-functional Collaboration:
§ Work closely with the sales, product, and support teams to ensure alignment in customer goals and product enhancements.
§ Provide insights and feedback to internal teams based on customer interactions.
Renewals and Upselling:
§ Identify upsell or cross-sell opportunities and collaborate with the sales team for contract renewals or new services.
§ Assist customers in navigating the contract renewal process to ensure continued satisfaction.
Experience:
§ Minimum of 2-4 years of experience in a Customer Success or Account Management role, preferably in a SaaS or technology-driven company.
§ Experience in managing a portfolio of customers with a focus on customer satisfaction, retention, and growth.
Skills and Qualification:
§ Good verbal and written communication skills, with the ability to convey complex information clearly and professionally.
§ Ability to manage customer expectations and maintain a positive customer experience.
§ Strong analytical and problem-solving skills with the ability to handle difficult situations and resolve issues proactively.
§ Ability to think critically and identify opportunities for improvement within customer accounts.
§ Demonstrated passion for providing exceptional customer experiences.
§ Empathy and active listening skills to understand client needs and deliver tailored solutions.
Why You Should Join:
• A chance to work in the dynamic world of financial services
• Continuous learning and growth opportunities with guidance from experienced mentors
• Be part of exciting projects that influence real-world financial solutions
• A collaborative, supportive work environment where fresh ideas are valued
What we’re looking for:
• Eagerness to learn and explore the financial services industry
• Strong analytical, problem-solving, and communication skills
• Team player with a proactive attitude and attention to detail
• Interest in product development and customer-focused solutions
• Bachelor’s degree (Finance, Business, Computer Science, or related fields)
• Fresh graduates are welcome – no prior experience needed
Why join us?
• Growth Opportunities: Get hands-on experience in solution Architect with mentorship and the potential to transition to a Solution Architect role.
• Impactful Work: Be part of a team that’s shaping the future of lending in India.
Innovative Culture: Work in a startup environment that values creativity, collaboration, and continuous improvement.
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