Customer Success Manager

Job Title - Customer Success Manager

Experience - 8+ years of experience

Location - Mumbai

- Primary Responsibility: The primary responsibility of a CSM is to ensure that customers benefit from using our devices and achieve their key success metrics.

Onboarding:

- Assist customers in getting started with the solution by providing comprehensive guidance, training, and support during the initial implementation phase.

Relationship Management:

- Develop and maintain strong relationships with customers, acting as their primary point of contact (POC).

- Understand their needs, goals, and challenges, and work proactively to address them.

Customer Adoption:

- Drive product adoption and usage by identifying and promoting key features and functionalities that align with customers' goals.

- Help customers maximize the value they derive from our solutions.

Customer Engagement:

- Foster engagement and build customer loyalty by conducting regular check-ins, providing updates on new features, conducting Quarterly Business Reviews (QBRs), and sharing best practices and industry insights.

- Be an active listener and address issues promptly.

Frequent Travel:

- Engage in frequent travel to meet with customers in person and accurately measure customer pulse and satisfaction.

- Use on-site visits to gather direct feedback and insights, strengthening customer relationships.

Renewals and Upsells:

- Collaborate with Sales teams to ensure customer renewals and explore opportunities for upselling and cross-selling products or services.

- Provide data and insights on customer usage and success metrics to support renewal decisions.

Risk Mitigation:

- Monitor customer health and identify potential risks that may impact their success or satisfaction.

- Offer additional training or support, escalate issues to appropriate teams, and provide personalized solutions.

Customer Advocacy:

- Represent customer needs and interests within the organization.

- Collaborate with cross-functional teams to drive customer-centric initiatives.

Customer Success Metrics:

- Track and analyze customer success metrics such as adoption rates, satisfaction scores, and revenue growth.

- Provide regular reports and insights to stakeholders.

- Develop and maintain a customer health dashboard to provide a visual representation of customer engagement, satisfaction, and risk levels.

- Prepare regular internal reports that summarize key customer health metrics and insights for stakeholders.

- Utilize data from the dashboard to proactively address customer needs and improve overall customer experience.

Continuous Improvement:

- Stay updated on industry trends, competitive landscapes, and customer needs.

- Share best practices with the team and contribute to the development of customer success processes.