Manager - Customer Success - SaaS

Role : Customer Success Manager ( For a SAAS based Setup)

Location : Mumbai / Bangalore

Role :

We are looking for a Customer Success Manager, as CSM you will be responsible for building strong relationships with our customers and ensuring their success with our software-as-a-service (SAAS) solutions. You will be the primary point of contact for our customers, working closely with them to understand their business needs and ensuring they achieve their desired outcomes using our products. You will collaborate with other teams within the organization to drive customer satisfaction, retention, and expansion.

Responsibilities: The person leading this role would be expected to,

- Develop a deep understanding of our SAAS products and how they can solve our customers' business challenges

- Build strong relationships with our customers, serving as their primary point of contact

- Conduct onboarding and training sessions to ensure customers are successfully onboarded and educated on our products

- Collaborate with the sales team to identify upsell and cross-sell opportunities and help drive customer expansion

- Conduct regular check-ins with customers to ensure they are achieving their desired outcomes and to address any issues or concerns they may have

- Work closely with the customer support team to ensure timely resolution of any technical issues or product-related questions

- Actively monitor customer health and engagement to identify and mitigate any risks of churn

- Provide feedback to the product team on customer needs and feature requests to drive product development

- Maintain accurate and up-to-date customer information in our CRM system

- Participate in customer-focused projects and initiatives as needed

Skills & Experience:

- 4+ years of experience in customer success or account management, preferably in a SAAS organization

- Strong interpersonal and communication skills, with the ability to build rapport with customers and collaborate effectively with internal teams

- Ability to understand and articulate technical concepts in a clear and concise manner

- Proven track record of driving customer satisfaction, retention, and expansion

- Strong organizational skills and attention to detail

- Ability to prioritize and manage multiple tasks in a fast-paced environment

- Proficiency in CRM software and Microsoft Office Suite