Senior Client Growth Specialist

5 days ago

Noida, Uttar Pradesh, India beBeeCustomerSuccess Full time ₹ 60,00,000 - ₹ 1,20,00,000
Customer Success Manager

We are seeking an experienced Customer Success Manager to join our team. As a key member of our organization, you will be responsible for ensuring the long-term success of our clients by delivering exceptional customer service and support.

Key Responsibilities:
  • Client Onboarding & Relationship Management:

Develop and implement onboarding programs to ensure seamless transitions for new clients. Build and maintain strong relationships with key stakeholders in client accounts.

Customer Success Strategy:

Proactively monitor client health metrics to identify potential issues and opportunities for upselling/cross-selling. Develop and execute customer success plans tailored to each client's business goals.

Product Adoption & Training:

Provide clients with in-depth knowledge of our platform to improve product usage. Organize and conduct product training sessions for clients.

Escalation & Support Management:

Resolve client escalations promptly and provide actionable solutions. Act as the point of contact for client queries and coordinate with internal teams for resolution.

Payment Collection:

Monitor client payment statuses and coordinate payment collections in a timely manner. Follow up with clients regarding overdue payments and maintain accurate records of transactions.

Customer Feedback & Insights:

Regularly gather customer feedback and share insights with the product and operations teams to enhance the platform. Provide monthly performance reports to clients, showcasing the ROI and success metrics.

Data-Driven Decision Making:

Track and analyze key success metrics such as Net Promoter Score (NPS), churn rates, and product usage trends.

Required Skills and Qualifications:
  • Experience: 3-5 years in Customer Success, Account Management, or similar roles in a SaaS/B2B environment.
  • Skills: Strong interpersonal, communication, and problem-solving skills. Payment Management: Experience in coordinating with clients for timely payments is highly preferred.
  • Tools Expertise: Familiarity with CRM tools (e.g. HubSpot, Salesforce, Zoho) and analytics platforms.
  • Familiarity with customer success metrics: NPS, CSAT, and churn rates.
  • Education: Bachelor's degree in Business, Marketing, or a related field. MBA is a plus.
  • Mindset: Customer-focused, empathetic, and driven by results
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