Required experience 5 to 8 years
Salary Range : 20 to 26 LPA
Work Location:
Gurugram, Haryana
Mumbai, Maharashtra
Hyderabad, Telangana
Mandatory: Strong Customer Success, Large account management Profile
Mandatory (Experience 1) - Must have 5+ YOE in Customer Success, Account Management, or Client Relationship in a SaaS environment.
Mandatory (Experience 2) - Must have 3+ YOE in Team management
Mandatory (Skills 1) - Must have expertise in managing and ensuring long-term satisfaction and growth with the enterprise-level customers,
Mandatory (Skills 2) - Must be proficient in CRM and customer success tools
Mandatory (Company) - B2B SaaS, ERP
Mandatory (Known Language)- Candidates for Mumbai must be fluent in Marathi
Preferred:
- Preferred (Industry)- Retail, Manufacturing or FMCG
- Preferred (Known Language) - Candidates for Hyderabad knowing any other south Indian language apart from Telegu
Role & Responsibilities:
- Build and maintain strong relationships with key stakeholders within assigned high ticket accounts.
- Serve as the primary point of contact for strategic customers, ensuring their needs are met and expectations are exceeded.
- Develop and execute customer success plans, including onboarding, training, and ongoing support.
- Proactively identify and address customer challenges, providing solutions and recommendations to drive customer success.
- Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience.
- Conduct regular business reviews with customers to review performance, identify areas for improvement, and present new opportunities.
- Monitor customer health metrics and proactively address any red flags to prevent churn.
- Act as a customer advocate, providing feedback and insights to internal teams to drive product enhancements and improvements.
- Stay up-to-date with industry trends and best practices in customer success management.
Ideal Candidate:
- Bachelor's degree in Business Administration, Accounts, or a related field.
- Minimum of 5 years of experience in a customer success role, preferably in a SaaS company.
- Proven track record of managing and retaining high-value customers.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
- Strong problem-solving and analytical skills, with the ability to identify and address customer challenges.
- Self-motivated and results-oriented, with the ability to work independently and as part of a team.
- Proficient in CRM software and other customer success tools.
- Ability to travel as needed to meet with customers.
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