Customer Success Manager

7 days ago


Bengaluru, Karnataka, India Skit Full time
About Us

Skit.ai is a leading conversational Voice AI platform in the accounts and receivables (ARM) industry, empowering collection agencies to streamline and accelerate revenue recovery. Our Compliant, Configurable, and Easy-to-deploy Conversational Voice AI platform enables enterprises to automate nearly one million consumer conversations weekly.

Job Title:Customer Success Manager

Work Location: Indiranagar, Bangalore

Shift: US Shift

Job Description:Key Responsibilities:
  1. Own onboarding, nurturing, retention, up-selling, and ongoing success for all customers.
  2. Work closely with customers to ensure they fully utilize the product capabilities to ensure fast time to value and continued value generation.
  3. Address customer issues on priority to ensure high CSAT.
  4. Highlight any issues/concerns which might be impacting CSAT/Value/retention internally to product/sales/Finance/management and ensure follow-up for timely redressal.
  5. Maintain discipline around metrics update to ensure end-to-end customer health tracking.
  6. Work closely with marketing team to create referral opportunities/advocates within the customer portfolio.
  7. Ensure portfolio retention and expansion targets are met.
  8. Partner with cross-functional teams to ensure customer feedback is incorporated into the product roadmap.
Requirements:
  • 3 to 6 years of customer-facing experience in customer success, consulting, or professional services for a SAAS/AI firm.
  • Prior experience with early/mid-stage B2B start-ups will be preferable.
  • Deep customer handling experience.
  • Incredible precision, attention to detail, and organization skills.
  • Demonstrated experience using analytical tools to measure performance, determine improvements, and innovations.
  • Strong end-to-end ownership of metrics and numbers.
  • Experience working with cross-functional teams and projects, especially sales, product, and engineering.
Qualifications:
  • B.Tech/BE/MBA preferred; prior experience or strong aptitude for technical domain.
  • Currently CSM/Professional services manager at a reputed SAAS/AI firm.
  • Consultant at a reputed consulting firm with experience handling customer relationships directly.


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