Saasvaap - Manager - Client Success

Description:

About the Role:

We are seeking a proactive and client-focused Client Success Manager to build strong relationships with our customers, ensure their success with our products and services, and drive long-term satisfaction, retention, and growth.

As a key member of the customer success team, you will serve as a trusted advisor and strategic partner - helping clients achieve their business objectives, maximizing product adoption, and identifying opportunities for expansion and continuous improvement.

Key Responsibilities:

Client Relationship Management:

- Serve as the primary point of contact for assigned clients, managing all post-sales interactions.

- Build and maintain long-term, trusted relationships with client stakeholders at all levels.

- Understand clients business goals, challenges, and KPIs to align our solutions with their success metrics.

- Conduct regular business reviews and performance discussions to ensure value realization.

- Act as a customer advocate, ensuring feedback is shared with internal teams for continuous product enhancement.

Onboarding & Implementation:

- Lead client onboarding processes, ensuring a smooth and structured implementation experience.

- Collaborate with technical and product teams to deliver timely setup, configuration, and training.

- Establish clear success plans, timelines, and adoption goals for each client.

- Track and measure onboarding success to accelerate time-to-value.

Retention & Growth:

- Drive customer satisfaction, retention, and renewal by proactively addressing client needs.

- Identify opportunities for upselling, cross-selling, and expansion through consultative engagement.

- Collaborate with sales teams to develop and execute account growth strategies.

- Monitor client health scores and engagement metrics to mitigate churn risks.

Collaboration & Communication:

- Work closely with sales, marketing, product, and support teams to ensure seamless customer experiences.

- Communicate product updates, feature releases, and enhancements to clients.

- Participate in quarterly business reviews (QBRs) and present insights on adoption, usage, and ROI.

- Provide strategic input into product roadmaps based on client feedback and industry trends.

Data Analysis & Reporting:

- Use CRM and customer success tools to track client activities, adoption levels, and satisfaction metrics.

- Analyze usage data to identify patterns, engagement levels, and potential risks.

- Prepare client health reports, success summaries, and executive dashboards for internal and client review