Customer Success Manager
1 week ago
About The Company - Established in 2015, ClickPost is Asia's largest Logistics intelligence platform, working with companies such as Walmart, Nykaa, Meesho, Adidas etc to help them improve post purchase customer experience.We have been profitable for past 5 years, are backed by some of the biggest investors around and are growing 2x year on year.We are one of the rare startups working at cutting edge technology, with enormous scales and a brand name that is well respected in Indian Saas and e-commerce world. Our tenets of transparency, learning, ownership and velocity have ensured a culture where multiple ex startup founders are part of the team making it a fun and learning filled place to work at.
JD For CSM:
- Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Optimize Customer Lifecycle
- Identify opportunities for continuous improvement
- Learn from best practices in industry
- Take Decisions on contentious issues during customer journey
- Manage Customer Success Activities
- Customer Support Management
- Customer Success Management
- Renewals
- Billing and Collections (along with finance)
- Advocating for Cross Sell and Upsell
- Inspire Customer Success Across Company
- Create company-wide culture of Customer Success
- Align with Marketing around marketing to existing clients
- Align with Product around driving product roadmap
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
- Create company-wide customer feedback loop
- Align with Finance around measurement and forecasting
- Align with Executive Team around key metrics and objectives
Requirements:
- 2+ years experience in B2B organizations
- Strong empathy for customers AND passion for revenue and growth
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales or business experience
- Excellent communication and presentation skills
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Relevant Bachelor's degree; preference for computer science or related degrees
- Need - good excel skills. Want - good ppt skills
- Handling tough situations or unhappy customers
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