Customer Success Specialist

1 week ago

Bengaluru India Xoxoday Full time

Job Description enior Customer Success Manager (Adoption & Retention) Location | Team | Reports to Location: Not specified Team: Customer Success Reports to: Customer Success Leadership About This Role We're looking for a Senior Customer Success Manager to drive customer adoption, account success, and retention across our customer base. This is a customer-facing, senior individual contributor role with a strong focus on understanding customer needs and translating product value into long-term outcomes. You'll work closely with Product and Sales to ensure customers see sustained value from the platform. The role requires strong communication, deep product understanding, and the ability to manage relationships across multiple stakeholders. What You'll Do Drive Adoption & Account Success - Own post-sale customer relationships and guide customers through successful product adoption - Translate customer goals into clear success plans and usage outcomes - Act as a trusted partner to customers by deeply understanding their business and use cases Improve Retention & Loyalty - Identify risks to retention early and take proactive steps to address them - Drive long-term customer satisfaction and loyalty through consistent engagement - Ensure customers realize ongoing value from the product over time Collaborate Cross-Functionally - Partner with Product teams to share customer feedback and influence improvements - Work closely with Sales to support renewals and account growth conversations - Coordinate with internal teams to resolve customer issues efficiently What We're Looking For - Bring 46 years of experience in a customer-facing role focused on adoption, success, or retention - Demonstrate a strong understanding of Customer Success as a function - Show the ability to build and maintain senior stakeholder relationships - Communicate clearly and confidently with both customers and internal teams - Exhibit strong product understanding and the ability to translate features into outcomes Nice to Have - Experience in loyalty, fintech, or HR tech environments What Makes You a Strong Fit - You're comfortable owning complex customer relationships end to end - You balance empathy for customers with a clear focus on outcomes - You enjoy working across Product and Sales to solve real customer problems - You bring a similar background to senior customer success roles and understand how the function operates in practice Why This Role Matters Customer retention and adoption are critical to sustained growth. This role directly influences how customers experience the product, how long they stay with us, and how much value they achieve over time. Why Join Us - Work in a role with clear ownership and customer impact - Collaborate closely with Product and Sales teams - Build deep expertise in customer success at scale - Take on meaningful responsibility as a senior individual contributor - Help shape long-term customer relationships and outcomes

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