Customer Success Manager

Your Role:

As a part of the Customer Success team, your job is to take care of 40-60 customers. You'll be making sure they're happy with the product and using it well. This means you'll support them whenever they need it, keep an eye on how they're using the product, and look for chances to suggest other features they might like. You'll also be their main contact person, helping them out with any problems or questions they have and making sure they're happy with what they're getting.

Required skills:

• Knowledge of the SaaS industry and software products
• Excellent communication and relationship-building skills
• Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings
• Ability to prioritize and multitask in a fast-paced environment
• 2-3 years of industry experience

Preferred skills:

• Self starter able to come up to speed on complex, difficult concepts with minimal assistance
• Team player with solid communication and presentation skills
• Ability to breakdown complex information into simple solution requirements
• Strong to expert skills in data analysis
• Knowledge of enterprise IT organizational, business, and technical environments
• Strong English written/ oral skills

Key Responsibilities:

1. Onboarding: Facilitate the smooth onboarding process for clients, ensuring they have a seamless transition onto our platform.
2. Relationship Management: Build and maintain strong relationships with clients, serving as their primary point of contact for all inquiries, concerns, and support needs.
3. Proactive Engagement: Proactively engage with clients to understand their business goals, challenges, and opportunities, and provide tailored solutions to meet their needs.
4. Product Training: Conduct product training sessions for clients to ensure they are maximizing the value of our platform and features.
5. Customer Advocacy: Advocate for clients internally, ensuring their needs and feedback are communicated effectively across relevant teams.
6. Issue Resolution: Address any issues or concerns raised by clients in a timely and effective manner, collaborating with internal teams to find solutions.
7. Upselling and Expansion: Identify upselling and expansion opportunities within the client base, working closely with the sales team to drive revenue growth.
8. Renewals: Monitor client renewals and proactively engage with clients to secure renewals and drive customer retention.
9. Data Analysis: Analyze data and metrics related to client usage and engagement to identify trends, opportunities for improvement, and areas of success.
10. Documentation: Maintain accurate records of client interactions, feedback, and support requests in our CRM system.

Work Timing
Please be aware that most of your customers are American/European companies. So you are expected to work during US hours i.e. 5 PM to 2:30 AM IST (approx)

Work Location
We follow a hybrid work policy, requiring you to work from the office at least 2 to 3 days per week. Office is in Marathalli, Bangalore.