We are seeking a highly motivated and strategic Customer Success Manager with 5-6 years of experience, and a strong business background, preferably with an MBA.

The ideal candidate will be a customer champion, responsible for building and nurturing strong, long-term relationships with our key clients in Pune.

You will be the primary point of contact for a portfolio of accounts, ensuring they achieve maximum value from our products/services, and driving retention and growth.

This role requires a blend of relationship management, strategic thinking, and data-driven decision-making to proactively identify opportunities and mitigate risks.

Key Responsibilities:

- Strategic Relationship Management: Serve as a trusted advisor to a portfolio of key enterprise clients.

- Build and maintain strong, executive-level relationships, understanding their business goals

and challenges to align our solutions with their strategic objectives.

- Customer Lifecycle Management: Own the entire post-sales customer journey, from onboarding and implementation to adoption, renewal, and expansion.

- Driving Product Adoption & Value: Proactively monitor customer usage, health scores, and key metrics to ensure high product adoption.

- Conduct regular Business Reviews (QBRs) and provide data-driven insights to showcase value and demonstrate ROI.

- Risk Management & Churn Reduction: Identify and address potential churn risks early.

- Develop and execute proactive success plans to prevent escalations and ensure customer satisfaction.

- Cross-Functional Collaboration: Act as the "voice of the customer" internally.

- Collaborate closely with Sales, Product, Marketing, and Engineering teams to relay customer feedback, influence the product roadmap, and ensure seamless service delivery.

- Upsell and Expansion: Identify and capitalize on opportunities for upselling and cross-selling new features or services by deeply understanding customer needs and business evolution.

- Reporting & Analysis: Track, analyze, and report on key customer success metrics such as Net Revenue Retention (NRR), Churn Rate, Customer Satisfaction (CSAT), and Net Promoter Score (NPS) to provide actionable insights to leadership.

- Process Improvement: Contribute to the development and optimization of internal customer success processes, playbooks, and best practices.

Qualifications & Skills:

- Education: MBA or an equivalent Master's degree from a Tier 1/2 institution is highly preferred.

- Experience: 5-6 years of professional experience in Customer Success, Account Management, or a similar client-facing role, preferably within a B2B SaaS or technology company.

- Proven Track Record: Demonstrated success in managing large enterprise accounts, improving customer satisfaction, and driving retention and growth.

- Technical Proficiency: Hands-on experience with CRM and Customer Success platforms like Salesforce, HubSpot, Gainsight, or ChurnZero.

- Proficiency in using data analytics tools (e.g., Excel, Tableau) to derive insights is a plus.

- Strong Business Acumen: Ability to understand complex business models, financial metrics, and strategic objectives.

- Exceptional Communication: Excellent verbal, written, and presentation skills.

- Ability to articulate complex solutions in a clear and concise manner to both technical and non-technical audiences.

- Problem-Solving Skills: An analytical and solution-oriented mindset with the ability to manage and resolve complex customer issues effectively.

- Soft Skills: Strong interpersonal skills, empathy, and the ability to build rapport and trust.

- A strategic thinker with a proactive and customer-first approach.

- Local Market Knowledge: Familiarity with the Pune business landscape and local clientele is an added advantage

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