We are looking for a dynamic and client-focused Customer Success Manager to join our team. The ideal candidate will have hands-on experience in driving customer satisfaction, retention, and business growth by ensuring clients achieve measurable success using enterprise or digital marketing solutions.

This role requires strong relationship management, communication, and problem-solving skills, along with the ability to engage with customers at various organizational levels, including CXOs.

Key Responsibilities:

- Serve as the primary point of contact for assigned clients, ensuring successful onboarding, adoption, and usage of solutions. Build and maintain strong, long-term customer relationships to drive satisfaction, retention, and loyalty.

- Understand client business goals and align product capabilities to deliver measurable outcomes. Proactively identify upselling and cross-selling opportunities to drive revenue growth. Conduct regular business reviews, performance analysis, and feedback sessions with key stakeholders.

- Collaborate closely with internal teams (Sales, Product, Marketing, and Support) to ensure seamless service delivery. Act as a trusted advisor to customers, helping them maximize value from enterprise solutions.

- Monitor customer health metrics and take proactive steps to mitigate churn risk. Handle client escalations and ensure timely resolution of issues. Stay updated with industry trends and best practices to provide strategic insights to clients. Be flexible and willing to travel on short notice, as required for client meetings or reviews.

Required Skills & Experience:

- 14 years of proven experience in Customer Success, Account Management, or Client Servicing, preferably in enterprise or digital marketing platforms. Strong track record of driving customer success, retention, and growth.

- Demonstrated success in upselling/cross-selling to existing clients. Ability to work with and influence stakeholders at multiple levels, including senior executives and CXOs. Excellent communication, presentation, and interpersonal skills.

- Strong analytical and problem-solving abilities. Experience in the BFSI sector will be an added advantage. Proficiency with CRM tools and data-driven account management practices.

Key Attributes:

- Customer-centric mindset with a passion for helping clients succeed. High degree of ownership, accountability, and initiative.

- Strong collaboration and team orientation. Adaptable and proactive in a fast-paced environment.

- 1-4 years of experience, with strong demonstrated prior experience of helping clients achieve success using enterprise solutions preferably digital marketing platforms.

- Proven track record of upselling/cross selling

- Experience in working with and influencing customers at multiple levels up to CXOs.

- Must have excellent communication skills.

- Willingness to travel, if required on short notice.

- BFSI experience is a plus