Customer Success Manager

2 days ago

Chennai, Tamil Nadu, India FULL Creative Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are looking for a Customer Success Manager with 3 - 5 years of experience in the B2B SaaS industry. As a Customer Success Manager, you will play a crucial role in ensuring that our customers realize the full potential of our solutions. You will lead them through a comprehensive onboarding process, build and maintain strong relationships with key accounts, and act as a strategic partner to drive long-term success. Your focus will be on maximizing customer satisfaction, increasing customer lifetime value, and proactively addressing any challenges that could impact their experience.

Roles and responsibilities

  • Pre-Sales Support:

    • Participate in demo calls when required with potential customers, along with the Account Executives, to showcase the value and results of our offerings.

    • By demonstrating our commitment and expertise from the outset, we help lay the groundwork for a strong, lasting relationship even before they sign up.

  • Customer Onboarding:

    • Develop and deliver a seamless onboarding experience by deeply understanding each customer's business objectives.

    • Work closely with customers post-sale to set up their accounts and scripts, ensuring a smooth transition and setting them up for long-term success.

  • Relationship Management:

    • Build and maintain deep, strategic relationships with the customer segment allocated.

    • Understand their evolving business needs and objectives, ensuring that our services continue to align with and support their goals.

    • Act as a trusted advisor by providing insights, recommendations, and proactive solutions that add value to their operations.

    • Cultivate a sense of partnership and commitment, ensuring customers feel valued and are continuously excited about the benefits they receive from our offerings.

  • Proactive Customer Support:

    • Go beyond reactive support by anticipating customer needs and addressing potential issues before they arise.

    • Analyze customer usage data to identify risks, opportunities for improvement, and actions that will enhance business value outcomes.

    • Work to reduce churn by implementing strategies that improve customer engagement and satisfaction.

  • Product Expertise:

    • Actively demonstrate our features to customers (integrations, call transfer, live relay, scheduling, business phone, chat support, IVR, on-call schedule, and more), guiding them on how to maximize their usage and benefit from continuous product innovations.

    • Act as a bridge between customers and internal stakeholders, ensuring that customer feedback and suggestions on products are heard and acted upon.

  • KPI-Driven Performance:

    • Consistently focus on achieving and exceeding key performance indicators (KPIs) such as TTV, MRR, CLV, add-ons adoption, churn rate, customer satisfaction rate, and issue resolution time.

    • Regularly track progress against these metrics and use them to guide strategic decisions and actions that enhance customer success and business outcomes.

  • Customer Advocacy:

    • Encourage and support customers in becoming brand advocates by providing referrals and sharing their positive experiences.

    • Guide them in leaving impactful reviews on platforms like Trustpilot, Google, Playstore, and Appstore, helping to strengthen our brand's reputation and credibility.

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