Strategic Customer Advocate

2 days ago

Bengaluru, Karnataka, India beBeeSuccess Full time ₹ 60,00,000 - ₹ 75,00,000
Customer Success Manager Role

We are seeking a talented and results-driven Customer Success Manager to excel in our organization.

Key Responsibilities:

  • Properly manage customer expectations across all areas.
  • Maintain impeccable documentation of account details and activities.
  • Monitor customer health, adoption, utilization, customer sentiment, and other metrics throughout the customers' journey.
  • Build and maintain success plans with verifiable business outcomes for customers.
  • Identify any risk of churn or downgrade early, conduct proper discovery, and work cross-functionally to mitigate.
  • Owning the full contract renewal process and associated facets.
  • Pursue opportunities to expand through add-on features and paid professional services.
  • Manage customer issue escalations, facilitate communication among applicable internal and external stakeholders, and provide ongoing support until issues are resolved.
  • Demonstrate excellent communication skills in written, verbal, and presentation formats, as well as polished executive presence.
  • Set a standard of excellence in customer care and lead by example for the Customer Success team.
  • Continuously develop your professional growth and contribute to coaching and education of others in the Customer Success department.

Requirements:

  • Bachelor's degree preferred.
  • 3-5 years of CSM, sales account management, or customer-facing related experience.
  • Customer analytics platform experience is a plus.

Preferred Qualifications:

  • A self-starter with a proven track record of driving customer success in SaaS companies and/or project management and technology adoption.
  • Ability to multi-task, prioritize, and scale.
  • A zeal for customer success and driving customer value.
  • Data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedback.
  • Strong presentation and excellent verbal and written communication skills.
  • A flexible and adaptable team player with strong interpersonal skills.

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