Customer Success Manager

Customer Engagement:

• Act as a point of contact for 15 - 20 customers based on their requirements, addressing inquiries, resolving issues, and providing guidance on software usage and best practices.
• Ensure customers are achieving their desired outcomes with the product and services.
• Partner with Sales Operations and other cross-functional teams (sales, marketing, and product) to streamline operations and improve customer experience.

Customer Success Execution:

• Implement strategies to enhance CSAT, reduce churn, and maximize customer lifetime value.
• Serve as a trusted advisor, fostering strong relationships with customers and advocating for their needs.

Software Delivery Coordination:

• Collaborate with Cluster Heads and software development teams, QA, and deployment teams to ensure smooth delivery of software solutions.
• Monitor project timelines and deliverables, ensuring alignment with customer expectations.

Market and Customer Insights:

• Leverage HubSpot as your core workflow system
• Maintain accurate records of customer interactions, projects, and feedback using internal tools.
• Collect and analyze customer feedback to identify trends and areas for improvement.
• Provide actionable insights to inform product and service enhancements.

Service and Product Alignment:

• Collaborate with internal teams to ensure offerings meet customer needs and align with company goals.
• Support Product Studio by ensuring client expectations align with deliverables, providing insights from client feedback to refine processes, and driving retention through proactive collaboration
• Provide detailed input to influence product development and prioritize customer-requested features.

Revenue Optimization and Renewals:

• Support upselling and cross-selling opportunities by identifying customer needs and aligning them with available solutions.
• Assist in renewal discussions to ensure high logo and net dollar retention and expansion rates.

• 3+ years of working experience in account management, Customer Success, Business Development, Pre-sales etc
• Bachelor’s degree in Business Administration, Marketing or related field
• Excellent written and verbal communication skills
• Ability to build relationships and trust with key stakeholders and customers
• Ability to collaborate, work independently and be a team player
• Ability to efficiently manage multiple customer projects simultaneously
• Specialized client-facing skills including but not limited to strong presentation abilities
• Strong ability to partner with internal teams such as sales, marketing, product, and software development to align customer needs with company objectives.