Infiniti Software Solutions - Manager - Customer Success

Description :

Designation: Customer Success Manager

Job Description :

Key Responsibilities :

Customer Engagement & Relationship Management:

- Act as a trusted advisor for key customer accounts

- Build and maintain strong executive-level relationships

- Drive regular engagement through QBRs, business reviews, and strategic discussions

- Ensure continuous alignment with customer goals and expectations

Cross-Selling & Revenue Growth:

- Identify and drive cross-sell and upsell opportunities within existing accounts

- Analyze customer usage, gaps, and business needs to position relevant solutions

- Collaborate with Sales, Product, and Delivery teams to maximize account growth

- Own and contribute to revenue expansion targets

Customer Success & Value Realization:

- Develop and execute Customer Success Plans

- Ensure customers achieve desired business outcomes and ROI

- Monitor adoption, engagement, and health scores

- Drive initiatives to improve customer retention and satisfaction

Stakeholder & Governance Management:

- Lead customer governance calls, steering committees, and escalations

- Provide proactive updates on risks, opportunities, and performance

- Align internal and external stakeholders for seamless delivery

Data-Driven Decision Making:

- Track and analyze key metrics such as:

- Customer health score

- Product adoption and usage

- Net Revenue Retention (NRR)

- Customer Satisfaction (CSAT/NPS)

- Use insights to drive engagement and expansion strategies

Risk Management & Retention:

- Identify early warning signals for churn or dissatisfaction

- Drive proactive mitigation plans

- Ensure high customer retention and long-term partnerships

Required Skills & Experience:

- 10+ years of experience in Customer Success/Account Management/Delivery Leadership

- Strong experience in cross-selling, upselling, and revenue expansion

- Excellent stakeholder management and communication skills (especially with global clients)

- Proven ability to manage enterprise accounts

- Strong understanding of Agile delivery and product lifecycle

- Data-driven mindset with ability to derive insights from customer metrics

- Experience in SaaS/Airline/Travel domain (preferred for your profile alignment)