Customer Success Associate

2 days ago

Hyderabad Telangana, India Centotech Services Pvt Ltd Full time

**Job description**:
**We are hiring : Customer Success Associate**

The **Customer Success Team** plays a pivotal role in driving customer satisfaction, retention, and business growth. Acting as a strategic liaison between the company and its clients, this team ensures a seamless experience, maximizes product adoption, and fosters long-term success through proactive engagement and value-driven solutions.

**Key Roles & Responsibilities**
- Establish and nurture strong client relationships to understand business objectives and align solutions accordingly.
- Drive product adoption and ensure customers derive maximum value from the offerings.
- Serve as the primary point of contact, proactively resolving issues and mitigating risks.
- Monitor customer health metrics and implement retention strategies.
- Collaborate with sales, product, and support teams to enhance the overall customer experience.
- Conduct regular business reviews, share insights, and identify growth opportunities.
- Assist in onboarding and training new customers for a smooth transition.
- Gather and analyze customer feedback, providing insights for continuous improvement.
- Assist in renewals and identify potential upsell and cross-sell opportunities.
- Develop and execute comprehensive onboarding programs to accelerate customer success.
- Educate clients on product features, best practices, and optimization strategies.
- Conduct webinars, training sessions, and personalized walkthroughs to enhance engagement.
- Facilitate a seamless transition from sales to the customer success team.

**Key Skills & Competencies**
- **Customer-centric mindset** - Deep understanding of customer needs with a proactive approach.
- **Exceptional Communication** - Strong verbal and written skills to articulate value and resolve concerns effectively.
- **Analytical & Problem-Solving Abilities** - Capacity to diagnose issues and implement data-driven solutions.
- **Technical Proficiency** - Familiarity with the product and ability to guide customers in leveraging it effectively.
- **Relationship Management** - Expertise in building and maintaining long-term client relationships.
- **Collaboration & Cross-Functional Engagement** - Seamless coordination with sales, product, and technical teams.

**Experience & Qualifications**
- Bachelor’s degree in Business, Marketing, IT, or a related field.
- 2-6+ years of experience in **customer success, account management, or a similar role** within SaaS, IT services, or B2B environments.
- Proficiency with **CRM tools** such as Salesforce, HubSpot, or Gainsight.
- Strong **presentation, negotiation, and stakeholder management skills**.

**Key Performance Indicators (KPIs)**
- **Customer Retention Rate** - Measures loyalty and churn prevention effectiveness.
- **Net Promoter Score (NPS)** - Gauge of customer satisfaction and advocacy.
- **Product Adoption & Engagement Metrics** - Tracking user interaction with key features.
- **Customer Lifetime Value (CLV)** - Revenue contribution of long-term customers.
- **Support Ticket Resolution Time** - Efficiency in resolving customer issues.

**Office: Work from office**

**Dress code: Formals**

Work Location: In person

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