Customer Success Manager - B2B Segment - SaaS

Customer Success Manager ( B2B) for a SAAS Based IT Setup

Title : Customer Success Manager( B2B) for a SAAS Based IT Setup

Location : Mumbai

Responsibilities :

1. Manage a portfolio of enterprise-level customers and act as their main point of contact Develop a deep understanding of each customer's unique business needs and challenges and work with them to onboard and implement our product.

2. Manage projects to a successful outcome and ensure appropriate communications with all relevant stakeholders takes place

3. Ensure that the customer executes business processes and adds value to their business by adopting and using the platform

4. Develop dynamic success plans that will demonstrably deliver on customer expectations and manage exceptions

5. Build strong customer relationships that can help uncover any concerns and ensure satisfaction

6. Manage expectations regarding product roadmap or feature requests

7. Lead a team, managing performance, quality and engagement

8. Continuously improve processes and procedures to ensure the highest level of customer satisfaction.

Preferred Candidate:

1. MBA graduate with at least 5+ years relevant work experience in a customer-facing role (customer success or account management).

2. Previous experience collaborating with different internal functions within a fast-growing SaaS company; operating at the intersection of product, sales, and delivery

3. Experience in CRM/ERP (e.g. Salesforce, Pipedrive) or B2B Enterprise level software

4. Familiarity with Supply Chain data and workflow experience preferred

5. Basic Knowledge of web technologies like HTML, SQL, API, Json, iOS and Android platforms

6. Proficient in Microsoft Office Suite specifically Excel and PowerPoint