Manager - Customer Success - SaaS

Customer Success - Manager

Indias #1 SaaS platform for libraries to transform for a digital future is looking

Position Name: Manager-Customer Success

Years of Exp: 8+ years (must have worked in SaaS organizations for at least 5 years in total, 2-3 years managing a team)

Location: New Delhi Head Office - Office physical presence required on 2 specific days each week

Notice Period: Immediate Joiners - 60 days

Proposed Budget: 14 - 18 LPA Average

Responsibilities:

1. Retention: You will be responsible for all account renewals

2. Usage: You will handle be responsible for driving product usage through customer engagement programs, stakeholder reviews, email campaigns, product knowledge base and training

3. Upselling: You will be responsible for adding more value to each account through new add-on offerings and services

4. Reporting & Tracking: You will be required to capture and track all customer success tasks metrics

5. Team Management: Manage and nurture a team of success specialists and trainers

Skills and Requirements:

- Candidate must have significant SaaS implementation experience covering all aspects of customer lifecycle

- Must have demonstrable and verifiable credentials in Customer Success (awards, ratings, recommendations from company and client etc.)

- Experience with Ticketing tools: - Zohodesk, Freshdesk and others

- Strong Process Orientation, Project Management, Attention to Detail

- Ability to handle High pressure situations effectively; Multitasker

- High responsiveness and customer empathy

- Ability to effectively communicate client requirements to internal development and solutions team

- Able to connect with Sales, Software, product, publisher/vendor and customer verticals

- Leader and Self-Starter - takes initiative

- Great analytical, problem-solving, communications and presentation skills

- Experience in B2B SaaS Platform Organizations is an important requirement