We are a leading SaaS provider specializing in AI-powered marketing automation solutions. Our platform empowers businesses across various industries to streamline their marketing efforts, personalize customer experiences, and drive revenue growth. We serve a global clientele, ranging from SMBs to large enterprises, helping them achieve significant improvements in marketing ROI. Role Overview: The Product Customer Success Manager is responsible for ensuring our clients derive maximum value from our platform. This role involves building strong relationships with key stakeholders, understanding their business objectives, and proactively guiding them towards achieving their goals through effective platform utilization. You will collaborate closely with sales, product, and support teams to advocate for customer needs and drive product improvements, ultimately contributing to increased customer satisfaction, retention, and expansion. - Onboard new customers by providing comprehensive training and resources to ensure a smooth and successful implementation of our platform. - Develop and maintain strong relationships with key customer stakeholders, acting as their trusted advisor and advocate within our organization. - Proactively monitor customer usage patterns and identify opportunities to increase platform adoption and value realization. - Conduct regular business reviews with customers to assess their progress, identify challenges, and recommend solutions. - Collaborate with the sales team to identify and pursue expansion opportunities within existing customer accounts. - Gather customer feedback and insights to inform product development and improve the overall customer experience. - Resolve customer issues and escalations in a timely and effective manner, working closely with the support and engineering teams. - Create and maintain customer success resources, such as knowledge base articles, tutorials, and best practice guides. Key Responsibilities 1. Customer Onboarding & Implementation - Lead end-to-end onboarding journey for new clients from kickoff to go-live. - Coordinate configuration, integration, and adoption activities. 2. Product Adoption & Value Realization - Own customer success metrics: usage, activation, adoption. - Conduct MBRs/QBRs highlighting value and ROI. - Identify opportunities for feature enhancement or new module adoption. 3. Relationship & Retention Management - Act as the single point of contact for client stakeholders. - Build trusted CXO-level relationships. - Drive satisfaction, and renewals. 4. Product Feedback & Advocacy - Represent customer voice to Product teams. - Translate feedback into roadmap inputs. - Participate in pilots/UAT cycles. 5. Cross-functional Collaboration - Partner with Support, QA, DevOps for faster issue resolution. - Work with Account Managers on renewals and expansions. - Align with BA/Implementation teams for delivery tracking. Required Skillset: - Demonstrated ability to understand customer needs and translate them into actionable strategies for platform utilization. - Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels. - Proven ability to manage multiple customer accounts simultaneously and prioritize tasks effectively. - Strong analytical and problem-solving skills, with the ability to identify trends and insights from customer data. - Familiarity with SaaS business models and customer success best practices. Key Metrics (KPIs) - Renewal & Retention (NRR/GRR) - Product Adoption & Engagement Score - CSAT / NPS - Time-to-Value (TTV) - Expansion revenue or upsell opportunities Desired Skills & Competencies - Strong understanding of product lifecycle - Ability to translate technical features into business outcomes - Excellent stakeholder management skills - Data-driven decision-making - Strong problem-solving and ownership mindset Qualifications - Bachelor's/Master's degree in Business, Computer Science, or related field - 3-4 years experience in CS, Account Management, or Implementation in SaaS/Fintech - Experience with tools like JIRA, Zendesk/Freshdesk, CRM systems, and dashboards

Mumbai

Product Customer Success Manager - SaaS 

Job Description for Product Customer Success Manager - SaaS  in Paramount HR in  Mumbai for (3-6) years of experience. Apply Now!