LOCATION: Mumbai

MODE: WFO

NOTICE PERIOD: IMMEDIATE - 15 DAYS

EXPERIENCE: 6-10 YRS

About the Role:

We are seeking a Customer Success Manager with a strong technical background, particularly in solutioning, to drive customer success and deliver measurable results. This individual will be deeply engaged in problem-solving, utilizing data insights to guide client decision-making and ensure the successful adoption of our solutions. The ideal candidate should have a passion for customer success, excellent communication skills, and the maturity to handle complex conversations and stakeholder interactions with tact

Key Responsibilities:

- Lead customer relationships, ensuring their success through effective solutioning, value delivery, and strategic guidance.

- Collaborate with internal teams (Product, PreSales, Customer Success) to develop and implement solutions tailored to client needs.

- Leverage data and insights to identify opportunities for optimization, driving client adoption, and success across all touchpoints.

- Manage the full customer lifecycle, focusing on account growth, retention, and ensuring KPIs (Adoption, CSAT, NPS) are met.

- Engage with clients on technical and strategic matters, offering clear, actionable insights that empower them to make informed decisions.

- Own the success of client projects, working closely with Customer Success Managers (CSMs) and cross-functional teams to resolve issues and exceed expectations.

- Develop and execute customer success strategies to align with business goals, ensuring both the customer and Vymo achieve their desired outcomes.

- Provide leadership in client discussions, balancing technical expertise with customer needs, and driving business value in every interaction.

- Use a data-driven approach to track, analyze, and communicate progress toward customer objectives, using insights to refine strategies as necessary.

- Serve as the escalation point for any project-related issues, ensuring quick resolution and maintaining customer satisfaction.

Requirements:

- 6+ years of experience in Account Management, Customer Success, or similar roles with a focus on solutioning and technical engagement.

- Strong technical acumen with a deep understanding of solutions and products, and a passion for problem-solving.

- Proven experience in driving customer success and retention through solution-oriented conversations and strategy execution.

- Comfortable using data to drive decisions, with the ability to analyze trends and present actionable insights.

- Excellent communication skills, with the ability to lead client conversations, demonstrate maturity, and approach situations with tact and professionalism.

- Previous experience in a Customer Success role is preferred, but not mandatory if you have a strong background in technical account management.

- A proactive mindset with the ability to engage customers in a consultative manner and guide them to successful outcomes.

- Strong team collaboration and leadership skills, with the ability to influence and drive results across different functions.

- Ability to thrive in a fast-paced environment, juggling multiple priorities while maintaining a client-first approach.