Customer Success Manager

4 days ago

Kolathur Chennai Tamil Nadu, India SkillPlan Full time ₹ 1,80,000 - ₹ 4,20,000 per year

Job Title: Customer Success Manager

Location: [Remote/On-site/Hybrid]

Department: Customer Success

Reports To: Director of Customer Success

Job Summary:

The Customer Success Manager (CSM) is responsible for ensuring customers achieve their desired outcomes while using our product/service. By building strong relationships, understanding customer goals, and driving adoption, the CSM will reduce churn, increase retention, and identify upsell opportunities.

Key Responsibilities:

  • Onboarding & Adoption:
  • Guide new customers through onboarding, ensuring a smooth implementation and quick time-to-value.
  • Conduct training sessions and create resources to drive product adoption.
  • Relationship Management:
  • Serve as the primary point of contact for assigned accounts, building trust and long-term partnerships.
  • Conduct regular check-ins (QBRs, business reviews) to align on goals and track progress.
  • Retention & Expansion:
  • Monitor customer health metrics (e.g., usage, NPS, CSAT) to proactively address risks and reduce churn.
  • Identify upsell/cross-sell opportunities and collaborate with Sales teams.
  • Advocacy & Feedback:
  • Act as the customer's voice internally, sharing feedback with Product, Marketing, and Support teams.
  • Encourage customer referrals, case studies, and testimonials.
  • Problem-Solving:
  • Resolve escalations by collaborating with Support, Engineering, or other teams.

  • Develop success plans for at-risk customers.

  • Data-Driven Insights:

  • Use CRM (e.g., Salesforce) and CS tools (e.g., Gainsight, HubSpot) to track metrics and trends.

Qualifications:

  • Experience: 3+ years in Customer Success, Account Management, or related roles (SaaS preferred).
  • Skills:
  • Excellent communication (written and verbal).
  • Strong project management and analytical abilities.
  • Proficiency in CRM tools and customer success platforms.
  • Mindset: Proactive, empathetic, and results-driven.

Nice to Have:

  • Experience in [Telecalling, Digital Acquisition & Saas product].
  • Certification in Customer Success
  • Customer retention/churn rate.
  • Net Revenue Retention (NRR).
  • Customer satisfaction (NPS/CSAT).
  • Expansion revenue from upsells.

Job Type: Full-time

Pay: ₹15, ₹35,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Health insurance

Work Location: In person

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