Customer Success Manager

3 days ago

Chennai, Tamil Nadu, India Xobin Full time ₹ 9,00,000 - ₹ 12,00,000 per year

A Customer Success Manager at Xobin ensures that customers achieve their desired goals using the Xobin platform. Initiating the on-boarding of customers. Handle customer concerns with confidence, putting them at ease. This is a client-facing role that involves relationship management, account management, and resolving any emerging problems that our customer accounts might face.

Account Management:

  • Manage a portfolio of clients, acting as their primary point of contact for client inquiries, issues, and escalations.
  • Understand the unique needs and goals of each client and tailor solutions accordingly.
  • Proactively monitor customer accounts and usage to identify opportunities for improvement.
  • Build and maintain strong, trust-based relationships with stakeholders.

Customer Retention Strategy:

  • Develop and implement customer retention strategies, including risk assessment and mitigation plans.
  • Proactively identify and address potential churn risks and customer concerns.
  • Collaborate with cross-functional teams to enhance customer experience and product adoption.

Product Knowledge:

  • Stay up-to-date with the company's products/services and industry trends.
  • Educate customers on new features, updates, and best practices to maximize their benefits.

Data Analysis and Reporting:

  • Analyze customer data, feedback, and usage patterns to identify trends and opportunities.
  • Monitor and report on key customer success metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and retention rates.
  • Provide insights and recommendations to senior management based on data analysis.

Experience:
Minimum 1–2 years of experience in Customer Success/client-facing role.

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