Customer Success Manager

Job Description We are looking for a Customer Success Manager with 3 - 5 years of experience in the B2B SaaS industry. As a Customer Success Manager, you will play a crucial role in ensuring that our customers realize the full potential of our solutions. You will lead them through a comprehensive onboarding process, build and maintain strong relationships with key accounts, and act as a strategic partner to drive long-term success. Your focus will be on maximizing customer satisfaction, increasing customer lifetime value, and proactively addressing any challenges that could impact their experience. Roles And Responsibilities - Pre-Sales Support: - Participate in demo calls when required with potential customers, along with the Account Executives, to showcase the value and results of our offerings. - By demonstrating our commitment and expertise from the outset, we help lay the groundwork for a strong, lasting relationship even before they sign up. - Customer Onboarding: - Develop and deliver a seamless onboarding experience by deeply understanding each customer's business objectives. - Work closely with customers post-sale to set up their accounts and scripts, ensuring a smooth transition and setting them up for long-term success. - Relationship Management: - Build and maintain deep, strategic relationships with the customer segment allocated. - Understand their evolving business needs and objectives, ensuring that our services continue to align with and support their goals. - Act as a trusted advisor by providing insights, recommendations, and proactive solutions that add value to their operations. - Cultivate a sense of partnership and commitment, ensuring customers feel valued and are continuously excited about the benefits they receive from our offerings. - Proactive Customer Support: - Go beyond reactive support by anticipating customer needs and addressing potential issues before they arise. - Analyze customer usage data to identify risks, opportunities for improvement, and actions that will enhance business value outcomes. - Work to reduce churn by implementing strategies that improve customer engagement and satisfaction. - Product Expertise: - Actively demonstrate our features to customers (integrations, call transfer, live relay, scheduling, business phone, chat support, IVR, on-call schedule, and more), guiding them on how to maximize their usage and benefit from continuous product innovations. - Act as a bridge between customers and internal stakeholders, ensuring that customer feedback and suggestions on products are heard and acted upon. - KPI-Driven Performance: - Consistently focus on achieving and exceeding key performance indicators (KPIs) such as TTV, MRR, CLV, add-ons adoption, churn rate, customer satisfaction rate, and issue resolution time. - Regularly track progress against these metrics and use them to guide strategic decisions and actions that enhance customer success and business outcomes. - Customer Advocacy: - Encourage and support customers in becoming brand advocates by providing referrals and sharing their positive experiences. - Guide them in leaving impactful reviews on platforms like Trustpilot, Google, Playstore, and Appstore, helping to strengthen our brand's reputation and credibility. Eligibility Criteria - Strong relationship-building skills with a customer-first mindset. - Excellent communication and problem-solving abilities. - Analytical skills with the ability to interpret data and act on insights. - Should be willing to work from the office once a week. - Working hours: Shifts would primarily begin between 7 PM and 10 PM IST. Workspace requirements - Private workroom with the ambience to handle calls. - Ready for video calls at all times. Always be professionally dressed for meeting clients and stakeholders via video calls.Video calls are an integral part of maintaining the human connection while working from Anywhere. - Good Internet speed (Above 100 MBPS Download and Upload) with the ability to be wired (LAN). - Power backup About us We are a Portland-based SaaS product company on a mission to empower businesses to work from Anywhere. Our global team of engineers, designers, testers, product experts, customer experience associates, and marketers come together to create a better way to work. Our products and services help businesses to be more productive, flexible, and scalable. Together, we can change the way the world works