Customer Success Manager

5 days ago

Chennai, Tamil Nadu, India Avow Solutions Inc Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Customer Success Manager

About the Role

We are seeking an experienced and customer-centric Customer Success Manager to lead client relationships and ensure long-term success for users of our SaaS product. The ideal candidate will have a deep understanding of SaaS customer lifecycles, strong business acumen, and a proven ability to drive customer adoption, satisfaction, and retention.

As a key member of our customer success team, you will act as the trusted advisor to our clients — ensuring they achieve their desired outcomes while maximizing the value derived from our platform.

Key Responsibilities:

  • Serve as the primary point of contact for key customers, managing relationships post-sale through renewal and expansion.
  • Develop a thorough understanding of client business goals and align our SaaS solutions accordingly.
  • Drive customer onboarding, adoption, engagement, and satisfaction across the customer lifecycle.
  • Monitor product usage metrics to identify potential risks and proactively manage churn.
  • Conduct regular business reviews and strategy sessions with clients to ensure continued value realization.
  • Partner with Sales to identify upsell, cross-sell, and renewal opportunities.
  • Collaborate with Product and Engineering teams to communicate client feedback and influence product improvements.
  • Maintain accurate customer health scores and success metrics in CRM and success tools.
  • Mentor junior success team members and contribute to process improvements.

Required Skills & Qualifications:

  • Bachelor's or Master's degree in Business, Marketing, or a related field.
  • Minimum 5 years of experience in Customer Success or Account Management within a SaaS or technology environment.
  • Proven track record of managing enterprise or high-value client accounts.
  • Deep understanding of SaaS business models, subscription renewals, and customer lifecycle management.
  • Exceptional communication, presentation, and negotiation skills.
  • Ability to interpret and act on customer data and usage analytics.
  • Proficiency with CRM tools (Salesforce, HubSpot, Zoho) and Customer Success platforms
  • Strong problem-solving, relationship-building, and strategic thinking abilities.

Performance Metrics:

  • Customer retention and renewal rates
  • Product adoption and usage growth
  • Net Promoter Score (NPS) and CSAT
  • Upsell and cross-sell revenue contribution
  • Churn rate reduction

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