Customer Success Manager

3 days ago

Chennai, Tamil Nadu, India M2P Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Customer Success Account Manager

Key Responsibilities:

Customer Relationship Management: Build trusted advisor relationships with key stakeholders and executive sponsors.

Onboarding and Adoption: Lead seamless onboarding experiences and drive product adoption across customer organizations.

Value Realization and Advocacy: Understand customer business objectives and align our solutions to achieve measurable outcomes.

Account Growth: Identify expansion opportunities, upsell/cross-sell SaaS solutions, and collaborate with Sales teams to drive revenue growth.

Renewal Management: Proactively manage renewals, mitigating churn risks, and ensuring continued customer success.

Issue Resolution: Act as a point of escalation for customer issues, working cross-functionally with Product, Support, and Engineering teams to drive resolution.

Customer Insights: Gather and share customer feedback internally to drive product improvements and enhance the customer experience.

Reporting and Metrics: Track account health metrics, prepare QBRs (Quarterly Business Reviews), and maintain updated records in CRM systems.

Skills and Qualifications:

6 to 8 years of experience in Customer Success, Account Management, or Client Relationship Management in B2B SaaS environments.

Strong preference for candidates with experience handling BFSI clients.

Proven success in managing complex customer relationships and navigating enterprise accounts.

Deep understanding of SaaS business models, metrics, and customer lifecycle management. Excellent communication, negotiation, and presentation skills.

Experience working with CRM tools like Salesforce, Gainsight, or similar platforms.

Ability to analyze customer data to drive decisions and strategies.Strong problem-solving skills and a proactive, customer-first attitude.

Preferred Qualifications:

Knowledge of BFSI compliance, regulatory standards, and digital transformation initiatives.

Certifications in Customer Success (e.g., SuccessHACKER, Gainsight, or similar) are a plus.

Familiarity with contract negotiation and renewals.

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