Manager - Customer Success - Mobile Platform

Description:

About Company:

It is an AI-powered mobile platform that helps companies build and maintain high-performing sales teams by delivering continuous, personalized learning and training.

Key Responsibilities:

1. Customer Onboarding & Training

- Lead end-to-end onboarding for new customers.

- Conduct product demos, training sessions, and workflow setup tailored to customer needs.

- Ensure customers achieve their first value within defined timelines.

2. Account Management & Relationship Building

- Build trusted relationships with key stakeholders (CXOs, decision-makers, end users).

- Act as the main point of contact for customer queries and strategic discussions.

- Conduct regular check-ins, QBRs (Quarterly Business Reviews), and business alignment meetings.

3. Product Adoption & Engagement

- Monitor product usage and proactively identify risks or areas of improvement.

- Drive adoption of new features and ensure customers leverage the platform fully.

- Create and share best practices, playbooks, and tailored solutions.

4. Retention, Renewals & Expansion

- Own customer retention goals and renewal discussions.

- Identify upsell/cross-sell opportunities in collaboration with Sales.

- Reduce churn by addressing issues early and driving customer health strategies.

5. Customer Advocacy & Feedback

- Capture customer feedback and work closely with Product, Engineering, and Support teams to resolve issues.

- Contribute to building case studies, testimonials, and customer advocacy programs.

- Represent customer voice internally to influence roadmap priorities.

6. Reporting & Metrics

- Track customer health score, usage analytics, NPS, CSAT, and churn risks.

- Prepare insights and reports on customer performance and engagement.

Required Skills & Qualifications:

- 5 - 7 years of experience in Customer Success, Account Management, or Solution Consulting (B2B SaaS experience preferred).

- Strong understanding of SaaS metrics: churn, NRR, GRR, adoption, expansion, NPS.

- Excellent communication, presentation, and stakeholder-management skills.

- Ability to understand technical concepts and translate them for customers.

- Proven track record of managing enterprise or mid-market customers.

- Comfortable working with CRM/CS tools (HubSpot, Salesforce, Gainsight, Freshsuccess, or similar).

Nice-to-Have:

- Exposure to API-based or integration-heavy SaaS platforms.

- Prior experience in Product-Led Growth (PLG) environments.

- Certifications such as CCSM, CSM, or similar.