Customer Success Specialist
1 day ago
Customer Success Specialist – KRA & KPI
About the Role
Helping customers get the most value out of a product or service.
Building strong relationships to ensure retention and satisfaction.
Acting as a bridge between the customer and internal teams (sales, support, product, etc.).
Key Responsibilities
- Onboarding New Customers o Guide new clients through setup and product training. o Ensure smooth adoption and early success milestones.
- Customer Relationship Management o Serve as the main point of contact for assigned accounts. o Conduct regular check-ins or business reviews.
- Retention & Renewal o Monitor customer satisfaction and usage data. o Identify churn risks and take action to prevent them.
- Upselling & Expansion o Spot opportunities for customers to upgrade or expand usage. o Collaborate with sales teams for renewals and upsells.
- Advocacy & Feedback o Gather customer feedback and relay insights to the product and marketing teams. o Encourage satisfied customers to participate in case studies or testimonials.
Essential Skills
Communication & Empathy: Ability to listen, understand needs, and explain solutions clearly.
Problem-Solving: Anticipate and resolve customer issues before they escalate.
Data-Driven Mindset: Use customer data to measure engagement and identify at-risk accounts.
Collaboration: Work cross-functionally with sales, marketing, and support.
KPIs & Success Metrics
Customer retention rate
Customer health score
Renewal and upsell revenue
Time-to-value (TTV) for new customers
Job Type: Full-time
Pay: ₹25, ₹30,000.00 per month
Work Location: In person
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