Customer Success Manager

Job Title: Customer Success Manager

Location: Gurugram

KEY RESPONSIBILITIES

- Strategic CS Development: Craft and implement cohesive CS strategies tailored to critical stages of the customer journey, including upcoming renewals and QBRs/EBRs.

- Collaborative Insight Sharing: Partner closely with our founding members, providing valuable insights to enhance the overall customer process.

- Innovative Project Management: Strategically plan and execute new projects to identify areas for increased product usage and adoption.

- Creative Customer Campaigns: Develop and launch engaging campaigns to educate and nurture customers on the latest product features.

- Performance Reporting: Regularly report on product adoption, usage, and customer health to our leadership team, ensuring continuous monitoring and delivering actionable insights to stakeholders.

- Renewal pipeline generation: Experiment with diverse approaches to maintain a steady, qualified pipeline of renewals.

- Key Metric Tracking: Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT scores.

- Operational Oversight: Provide operational oversight to ensure targets and KPIs are met.

- Best Practice Sharing: Educate clients on best practices to achieve product success with Qapit

REQUIRED QUALIFICATIONS:

- Experience: 4-5 years of overall experience with at least 4 years in a CS role, preferably in SaaS.

- Balanced Skill Set: A combination of strategic insight, analytical capability, operational efficiency, effective communication and collaboration skills.

- Process Expertise: Proficiency in systematic organization and delivering high-quality customer excellence.

- Data-Driven Approach: Expertise in applying data-oriented methods, adjusting parameters as needed and demonstrating powerful execution abilities.

- Stakeholder Management: Proven experience in handling various stakeholders, identifying key customers and collaborating with multiple teams.

- Technical Proficiency: Strong knowledge of relevant CS tools and technologies is a significant advantage.

- Empathy and Relationship Building: A customer-centric mindset with exceptional relationship-building skills.

Job Type: Full-time