Customer Success Manager - Technology/SaaS

Position : Customer Success Manager

Location : Chennai

Experience : 2-4 Years in customer success,/account management, upselling/cross-selling

Experience in the technology or SaaS industry is mandatory

About company : It is an experience management platform that allows you to collect, analyze, and act on customer feedback in real-time. So whether you're looking to improve customer satisfaction, increase loyalty, or drive revenue growth, it has everything you need to create a world-class customer experience.

Roles and Responsibilities :

We are looking for a highly motivated and results-oriented individual to join our team as a Customer Success Manager. In this role, you will be responsible for ensuring the success and satisfaction of our clients. Your primary objectives will be to drive client retention, foster strong relationships, and generate sales opportunities through upselling and cross-selling.

Responsibilities :

- Develop a deep understanding of our product or service offerings to effectively support clients and promote customer success.

- Serve as the main point of contact for clients, building strong relationships and acting as their advocate within the company.

- Conduct regular check-ins and proactively engage with clients to understand their goals, address any concerns, and provide support.

- Collaborate with cross-functional teams, such as sales and product development, to onboard new clients and ensure a seamless transition.

- Identify opportunities for upselling and cross-selling additional products or services to existing clients to drive revenue growth.

- Provide product demonstrations and training sessions to clients, ensuring they fully understand the features and benefits of our offerings.

- Monitor client usage, performance, and satisfaction metrics to proactively identify areas for improvement and provide data-driven recommendations.

- Actively work to retain clients by renewing contracts and proactively addressing any potential issues or challenges.

- Collaborate with the sales team to generate leads, qualify prospects, and support the sales process by providing insights and customer success stories.

- Stay up to date with industry trends, best practices, and competitive landscape to effectively support clients and provide valuable insights.

Qualifications/Requirements :

- Degree in business, marketing, or a related field.

- 2-4 years of experience in a customer success, account management, or sales role in a technology or SaaS company.

- Proven track record in client retention and driving revenue growth through upselling and cross-selling.

- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients.

- Strong problem-solving and analytical abilities, with the capacity to identify opportunities and provide data-driven recommendations.

- Self-motivated and results-oriented, with the ability to work independently and manage multiple priorities effectively.

- Familiarity with CRM software and proficiency in Microsoft Office Suite.

- Experience in the technology or SaaS industry is mandatory

- Strong negotiation and influencing skills.