Customer Success Manager

10 hours ago

Chennai India Avow Solutions Inc Full time

Job Description Job Title: Customer Success Manager About the Role We are seeking an experienced and customer-centric Customer Success Manager to lead client relationships and ensure long-term success for users of our SaaS product. The ideal candidate will have a deep understanding of SaaS customer lifecycles, strong business acumen, and a proven ability to drive customer adoption, satisfaction, and retention. As a key member of our customer success team, you will act as the trusted advisor to our clients ensuring they achieve their desired outcomes while maximizing the value derived from our platform. Key Responsibilities: - Serve as the primary point of contact for key customers, managing relationships post-sale through renewal and expansion. - Develop a thorough understanding of client business goals and align our SaaS solutions accordingly. - Drive customer onboarding, adoption, engagement, and satisfaction across the customer lifecycle. - Monitor product usage metrics to identify potential risks and proactively manage churn. - Conduct regular business reviews and strategy sessions with clients to ensure continued value realization. - Partner with Sales to identify upsell, cross-sell, and renewal opportunities. - Collaborate with Product and Engineering teams to communicate client feedback and influence product improvements. - Maintain accurate customer health scores and success metrics in CRM and success tools. - Mentor junior success team members and contribute to process improvements. Required Skills & Qualifications: - Bachelor's or Master's degree in Business, Marketing, or a related field. - Minimum 5 years of experience in Customer Success or Account Management within a SaaS or technology environment. - Proven track record of managing enterprise or high-value client accounts. - Deep understanding of SaaS business models, subscription renewals, and customer lifecycle management. - Exceptional communication, presentation, and negotiation skills. - Ability to interpret and act on customer data and usage analytics. - Proficiency with CRM tools (Salesforce, HubSpot, Zoho) and Customer Success platforms - Strong problem-solving, relationship-building, and strategic thinking abilities. Performance Metrics: - Customer retention and renewal rates - Product adoption and usage growth - Net Promoter Score (NPS) and CSAT - Upsell and cross-sell revenue contribution - Churn rate reduction

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