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Customer success
3 weeks ago
Job Location
Mumbai – Vile Parle East
Education
Any Graduate (MBA preferred as an added advantage)
About the Team
Manupatra, serving customers in more than 20 countries, is a leading provider of information-based analytics and decision tools for professional and business users. A long-time innovator in deploying advanced technologies in the legal domain, Manupatra aims to enhance productivity, efficiency, and the overall practice of law. Our solutions empower professionals to make informed decisions and deliver impactful outcomes.
About the Role
As a Customer Success & Retention Partner, you'll play a vital role in ensuring customers stay engaged and continue their journey with Manupatra. Your primary responsibility will be to manage the entire renewal lifecycle, maintain proactive communication with clients, resolve billing or service issues, and identify opportunities to deepen customer relationships. You will act as a key link between customer satisfaction and revenue continuity.
Key Responsibilities
Renewal Management & Tracking
Maintain a comprehensive system to monitor upcoming renewals.
Plan and prioritize outreach based on renewal cycles and account value.
Customer Communication & Engagement
Reach out to clients nearing renewal to discuss their evolving needs.
Facilitate smooth renewals through timely calls, emails, and follow-ups.
Regularly update CRM with call remarks, especially for contacts not yet reached.
Escalation & Follow-through
Escalate complex or unresponsive cases to assigned Relationship Managers (RMs).
Coordinate internally to remove any hurdles delaying renewals.
Revenue Collection Support
Follow up on pending invoices and assist in resolving billing-related concerns.
Collaborate with finance teams to ensure timely collections.
Sales Support
Spot upsell or cross-sell opportunities during conversations.
Route qualified leads to the appropriate internal teams.
Training & Onboarding
Conduct onboarding sessions for new users.
Organize courtesy calls and engage customers through the renewal phase.
Quarterly Account Reviews
Analyze usage data to identify underutilization or concerns.
Act on feedback and ensure customer satisfaction is continuously improved.
Ideal Candidate Profile
Excellent verbal and written communication skills.
Strong attention to detail and follow-through.
Customer-focused mindset with problem-solving ability.
Prior experience in renewals, customer success, or inside sales is a plus.
Comfortable using CRM tools, Excel, and digital communication platforms.
