Customer Success Manager

2 weeks ago

Bangalore North Rural Karnataka, India Arting Digital Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Position
- Customer Success Manager

Experience
- 3-5 yrs

Location
- Bangalore

Notice Period
- Immediate joiner-15 days

Qualification-
Any graduation

Skills
- customer acquisition, technical support, handling customer queries (both technical and non technical), should have an exposure in handling teamJob

Roles and Responsibilities:

  • Leadership & Strategy: Lead and scale the Customer Success function, driving retention and expansion strategies to ensure our customers maximize value from eShipz's platform.
  • Customer Relationship Management: Build and maintain strong relationships with key clients to ensure customer satisfaction, resolve escalations, and identify growth opportunities.
  • Team Development: Mentor, coach, and grow the customer success team. Set performance goals, provide feedback, and foster a collaborative, customer-centric culture.
  • Customer Retention & Growth: Develop and execute strategies to increase customer engagement, improve retention rates, and identify upsell and cross-sell opportunities.
  • Data-Driven Approach: Leverage customer success metrics (e.g., NPS, churn, retention, etc.) to continually optimize processes and drive improvements in customer satisfaction.
  • Collaboration: Work closely with the sales, product, and support teams to ensure seamless customer onboarding, product adoption, and satisfaction.
  • Customer Advocacy: Act as the voice of the customer within the organization, providing feedback and insights to the product and leadership teams.
  • Process Improvement: Continuously refine customer success processes, workflows, and tools to drive efficiency and ensure scalability.

Key Requirements:

  • Proven experience (3+ years) in customer success, account management, or a related role, preferably in SaaS or logistics solutions.
  • Strong leadership skills with experience managing and growing teams.
  • Excellent communication and relationship management skills.
  • Data-driven mindset with a passion for customer success metrics and outcomes.
  • Ability to work cross-functionally and influence stakeholders at all levels.
  • Strong problem-solving skills with the ability to manage escalations and navigate complex customer relationships.
  • Experience working in a fast-paced startup environment is a plus.

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