Customer Success Manager

4 days ago

Bengaluru, India eShipz Full time

Customer Success Manager (4+ Years of Experience)

Location:
Bengaluru, India (Work from Office)

We're looking for an experienced and proactive Customer Success Manager to join our team in Bangalore. In this role, you will be the trusted advisor and primary point of contact for our most valuable clients, ensuring they achieve their business outcomes and maximize the value of our product. You'll work closely with sales, product, and support teams to drive customer retention, advocacy, and growth.

Key Responsibilities

  • Strategic Account Management:
    Manage a portfolio of key accounts, acting as a strategic partner to understand their business needs, goals, and challenges.
  • Relationship Building:
    Develop and nurture strong, long-term relationships with senior-level stakeholders and executives within customer organizations.
  • Onboarding & Adoption:
    Oversee the customer lifecycle from post-sale onboarding to full product adoption, ensuring a seamless and successful implementation process.
  • Driving Value & Retention:
    Conduct regular business reviews (QBRs/MBRs) to demonstrate ROI, showcase value, and identify opportunities for upselling and cross-selling. Proactively identify and mitigate churn risks.
  • Customer Advocacy:
    Act as the voice of the customer internally, relaying feedback to the product and engineering teams to influence the product roadmap and improve user experience.
  • Problem Resolution:
    Manage and resolve customer escalations, ensuring timely and effective solutions to complex issues.
  • Data Analysis:
    Use customer health scores, usage data, and other metrics to identify trends, measure success, and report on key KPIs to leadership.
  • Collaboration:
    Work cross-functionally with sales, marketing, and support teams to ensure a cohesive and positive customer experience.

Qualifications & Skills

  • Experience:
    A minimum of 4 years of proven experience in a customer success or strategic account management role, preferably within a B2B SaaS or technology product company.
  • Communication:
    Excellent verbal and written communication skills with the ability to communicate complex technical concepts to both technical and non-technical audiences.
  • Technical Acumen:
    Ability to quickly learn new software and a strong understanding of the technology landscape. Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero) is a must.
  • Analytical Skills:
    Strong analytical and problem-solving skills with a data-driven approach to decision-making.
  • Proactive & Empathetic:
    A proactive mindset, a high degree of empathy, and the ability to anticipate customer needs.
  • Location:
    Residing in or willing to relocate to Bengaluru for a full-time, work-from-office position.
  • Education:
    Bachelor's degree in a relevant field (Business, Technology, or a related discipline).

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