
Customer Success Manager
18 hours ago
About the Company:
A pioneer in the Employee Rewards and Engagement category, was
established in 2016. Headquartered in the heart of the tech world, San Francisco, we
have consistently pushed the boundaries of innovation and expanded our global footprint
while delivering cutting-edge solutions to clients worldwide. boasts backing from visionary investors like Y Combinator, GrowX Ventures, and Axilor Ventures.
We bridge the globe, catering to over 5 million users across 104 countries, from bustling
US cities to Southeast Asian hubs and the vibrant markets of UAE and India. This
translates to real impact, partnering with industry giants like Concentrix, HCL, Tech
Mahindra, BCG, Target, Tata Steel, RAK Bank, and more, engaging workforces with a
network of 10,000+ brands, ensuring employees have access to top-tier rewards that
enhance their lives on a global scale. The world's most prominent AI-driven Employee Engagement and Reward platform, is disrupting the Employee Experience Space for a better tomorrow.
Come, and be part of this transformational journey
Job Role: Customer Success Manager
We are seeking an experienced and highly motivated Customer Success Manager to
lead our efforts in nurturing client relationships and expanding our presence within the
HR Tech SaaS industry. The ideal candidate will have a strong background in customer
relationship management within the SaaS sector, specifically with HR technology
solutions. This role is crucial in driving client satisfaction, managing key accounts, and
ensuring long-term customer success through strategic collaboration and personalized
support.
Make a difference/Responsibilities: You will own and drive it
Key Responsibilities:
- Develop Customer Success Strategies: Collaborate with the creative team to
maintain and evolve customer success strategies and best practices.
- Senior Management Communication: Effectively communicate with internal
and external senior-level management to understand customer needs, enhance
retention and growth strategies, and share key insights and learnings.
- Metrics Maintenance: Manage and maintain existing customer success
metrics and data as directed by leadership.
- Client Collaboration: Collaborate with team members to strategize and
problem-solve upcoming client meetings, ensuring alignment with customer
success goals.
- Campaign Performance Analysis: Prepare documentation and visuals to
demonstrate campaign performance to clients; analyze trends to identify areas for
improvement.
- Customer References and Case Studies: Partner with sales and marketing
teams to secure customer references and develop compelling case studies.
- Customer Experience Improvement: Review customer complaints and
concerns, proactively seeking opportunities to enhance the overall customer
experience.
- Brand Advocacy: Cultivate an enthusiastic customer base and identify brand
ambassadors to amplify product benefits and value.
- Product Demonstrations: Conduct product demonstrations to showcase
features and benefits for customers.
- Onboarding Process Improvement: Enhance onboarding processes to ensure
seamless customer integration and satisfaction.
- Cross-Promotion Initiatives: Develop and execute reciprocal cross-promotion
programs with business partners on social media platforms and coordinate online
reviews to benefit both businesses mutually.
Required Skills:
- Bachelors degree in Business Administration, Marketing, Communications,
Information Technology, or a related field.
- Master's Degree in Business Administration is a plus.
- 1-3 years of experience in customer success, account management, sales, or
related roles within the B2B SaaS industry.
- Proven track record of managing client relationships and driving customer
success in a fast-paced, dynamic environment.
- Strong understanding of SaaS business models and familiarity with CRM
software (e.g., Salesforce, HubSpot) and project management tools.
- Excellent verbal and written communication skills, with the ability to articulate
complex concepts clearly and effectively.
- Analytical mindset with the ability to interpret data and make data-driven
decisions to optimize customer outcomes.
- Demonstrated ability to collaborate and influence cross-functional teams to
achieve customer success goals.
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