Customer Success Manager

1 month ago

Hyderabad, Telangana, India IOTRL Connect Full time
About IOTRL Connect

We are a leading B2B SaaS start-up specializing in providing large enterprises with innovative technologies tailored to their specific industry needs, prioritizing the safety of employees both on the job and on the road. With a proven track record of successful collaboration with Fortune 500 companies, we offer cutting-edge solutions to enhance workplace safety.

Job Description:

We are seeking a dynamic and high-energy Customer Success Manager (CSM) to join our growing team. The CSM will build trust with customers to ensure high engagement and retention, provide insights into client operations, enhance customer experience through product support, and handle customer complaints and requests. The CSM will also lead and manage a team of customer success representatives, fostering a collaborative and high-performing environment.

Key Responsibilities:
  • Develop and maintain client portfolios, enhancing customer experience through data analysis.
  • Lead and manage a team of customer success representatives, providing guidance and support and taking care of individual accounts.
  • Set team performance goals, monitor progress, and provide feedback and coaching.
  • Minimize churn, and improve NPS, customer satisfaction (CSAT) through strategic engagement.
  • Implement and improve onboarding processes and communication tools.
  • Gather and analyze customer feedback to inform product improvements.
  • Advocate for customers internally, prioritizing their needs with the product team.
  • Serve as the primary contact for customers, ensuring maximum product value.
  • Prepare and present regular reports on customer success metrics to senior management.
  • Mapping customer success journeys and removing friction.
  • Set performance goals, monitor team performance, provide regular feedback, and conduct performance reviews.
  • Develop and implement strategies to increase the adoption and activation of software by customers.
  • Manage the customer success budget, ensuring effective use of resources to meet team goals.
Requirements:
  • Exceptional communication skills (both verbal and written).
  • Self-motivated with a diligent work ethic, business acumen, enthusiasm, and passion for understanding client needs.
  • Excellent problem-solving skills and the ability to handle difficult situations with a positive attitude.
  • Proficiency in customer relationship management (CRM) software.
  • 3-5 years of experience as a CSM in SaaS/B2B and 2+ years of experience in a managerial role for customer success.
  • Bachelor's degree or equivalent required.
Perks and Benefits:
  • ESOPs: Participate in our Employee Stock Option Plan for long-term financial growth and ownership in the company.
  • Life-Saving Impact: Contribute to products that enhance safety and save lives.
  • Medical Insurance: Comprehensive health coverage for you.
  • Company Offsites: Regular team building events and offsite retreats to foster a strong sense of camaraderie.
  • Collaborative Environment: Join a dynamic and innovative team where collaboration and creativity are valued.
  • Professional Growth: Opportunities for skill development, mentorship, and career advancement.
  • CuttingEdge Projects: Work on exciting and innovative projects that push the boundaries of technology.
  • Competitive Compensation: Receive a competitive salary package commensurate with your skills and experience.
  • Performance Bonuses: Recognize and reward outstanding contributions to the team's success.
  • Paid Time Off: Generous leave policies to support your well-being.

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