Customer Success Manager

Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period.

Provide product training to enable the customers to realize the potential.

Identify product usage gaps and provide actionable solutions to the customers.

Build value-based relationships with customers and create champions.

Identify opportunities of upselling and cross-selling along with the Account Managers.

Identify appropriate business use cases where it can be deployed.

Establish deployment goals and desired success outcomes and then develop a plan to carry them out successfully.

Communicate and brain-storm with the product team on customer feedback and help refine product roadmap.

Work with the marketing team to execute customer surveys, case studies, etc.

Identify and process success milestones for the customers.

Optimize existing processes within the company and actively enhance all Customer Success initiatives.

Drive customer advocacy through reviews, testimonials, customer meetups; and creating a center of excellence within the customer's organisation.

Requirements:

Has 3-4yrs years of work experience in a high-touch Customer Success role (preferably in a B2B SaaS or Tech Product based company).

A highly organized & responsive person who can multi-task with efficiency.

Showcases exemplary written and verbal communication skills to work along with Global Customers.

Has worked directly with International Enterprise Customers.

Has an exceptional ability to communicate and foster positive business relationships.

Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products.

Managed customers across different segments in the past and knows how to manage them differently.

Having any prior basic technical experience is like an icing on the cake.

Exhibits a true passion for customers and for Customer Success.