Sr. Customer Success Manager

1 week ago

Noida, Uttar Pradesh, India XEBO Full time ₹ 15,00,000 - ₹ 20,00,000 per year


is a SaaS based experience management platform. We are a global IT product-based

firm whose vision is to be the best-in-class research platform that helps organizations make

smarter and informed decisions, hence improving the experiences organizations provide to

every stakeholder. The platform helps organizations capture feedback at multiple

touchpoints, understand it in real-time, and deliver insights by offering Simplified Survey,

Customer Experience, Employee Satisfaction, Brand Tracking, and Awareness. We are proud

to provide Communities and Mystery Shopping solutions, as well as strategic guidance,

support and services to leading banks, Insurance companies, airports, and FMCG companies

across the globe.

Position Description:

Senior CSM plays a critical role in managing client relations and increasing client satisfaction, and thus bringing repeat business. The candidate should be able to contribute to building

relationships, managing the team of highly dedicated resources, and implementing new

programs that will increase the business's revenue potential and minimize churn rates. We are

looking self-motivated, engaged leader to lead our team of Customer Success.

Key Responsibilities:


• Build business reviews with scorecards linked to the customer's business objectives and

present these quarterly.


• Proactively manage the day-to-day account health of those customers, including

monitoring usage, regular cadence calls, and Customer Business Reviews.


• Partner closely with sales to manage account strategy and ensure customer growth,

satisfaction, and retention.


• Be the voice of the customer as you partner with support, consulting, engineering,

marketing, product management and sales to shape product development and deliver a

best-in-class customer experience.


• Collaborate heavily with Sales, Sales Operations, and other key stakeholder teams to

achieve joint targets.


• Increase product adoption, take ownership of upsell and cross-sell revenue targets for

the lead customer segment, ensuring the team consistently meets and exceeds goals.


• Recruit, train, coach, and mentor a team of Customer Success Managers focused on

identifying and executing upsell and cross-sell opportunities within our lead customer

segment.

Requirements:


• Bachelor's degree in Business Administration, or a related field.


• More than 6 years of experience in Customer Success Management or Key Account Management with a proven track record of driving upsell and cross-sell revenue.


• Demonstrated experience leading and managing a team, with a focus on coaching and

development.


• Strong understanding of SaaS business models and customer lifecycle management.


• Excellent communication, presentation, and interpersonal skills, with the ability to build

rapport and influence stakeholders at all levels.


• Exceptional analytical and problem-solving skills, with the ability to interpret data and

translate it into actionable insights.


• Proficiency in CRM and customer success platforms (e.g., Salesforce, etc)


• Strong business acumen and a deep understanding of how technology can solve

business challenges.


• A proactive and results-oriented mindset with a passion for customer success and

Revenue growth.

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