Manager, Customer Success

1 day ago

Pune, Maharashtra, India SMS-Magic Full time

SMS-Magic is a global leader in
conversational messaging
, helping businesses engage customers anytime, anywhere via
SMS, WhatsApp, Facebook Messenger, LINE
, and more — all seamlessly integrated into your CRM. We empower organizations across
Financial Services, Higher Education, Retail, Staffing, and Wellness
to deliver exceptional customer experiences, drive engagement, and increase conversions.

We are looking for a
Manager – Customer Success
to lead a high-performing team, drive customer satisfaction, and ensure business growth. If you are passionate about
building strong client relationships, enabling teams, and delivering measurable impact
, this is the role for you.

Key Responsibilities:

Customer Success Leadership

  • Lead, mentor, and inspire a team of Customer Success Managers to deliver exceptional results.
  • Own client portfolios and ensure targets are met/exceeded through upselling and cross-selling.
  • Drive customer satisfaction, retention, and loyalty through proactive engagement.
  • Analyze accounts to identify opportunities for growth, improved engagement, and value delivery.

Collaboration & Strategy

  • Partner with Product, Marketing, Operations, and Finance to enhance customer experience.
  • Provide insights to improve product adoption, engagement strategies, and CRM messaging workflows.

Team & Customer Enablement

  • Design and deliver onboarding programs, training sessions, and best practice documentation.
  • Monitor campaign progress, prepare activity reports, and share learnings with teams.

Customer Advocacy & Insights

  • Act as the voice of the customer, providing actionable feedback to Product and Engineering teams.
  • Leverage customer data to suggest strategies for success and process improvements.

Operational Excellence

  • Prioritize and manage tasks to maximize customer satisfaction, account renewals, and revenue growth.
  • Resolve client challenges with a solution-oriented mindset, ensuring minimal friction and maximum value.

Qualifications & Skills:

Essential:

  • 9+ years of experience in Customer Success, SaaS sales, or CRM platforms (Salesforce preferred).
  • Proven experience leading and mentoring teams.
  • Strong communication, analytical, and problem-solving skills.
  • Customer-first mindset with fluency in English.

Desired:

  • Experience with analytics tools such as Tableau.
  • Hands-on experience with CRM platforms like Salesforce.

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