Customer Success Manager

Description

• Product Adoption and Usage: Implement strategies to drive product adoption and usage, ensuring customers can leverage the full value of the solution.
• Feedback Loop and Product Improvement: Gather customer feedback and insights. Work closely with the product team to inform product development and improvements based on customer needs and feedback.
• Customer Onboarding: Oversee the customer onboarding process to ensure it's efficient, scalable, and tailored to different customer segments.
• Account Management and Renewals: Manage key customer accounts to build strong relationships. Work on strategies for renewals and to prevent churn by identifying at-risk customers early and addressing their concerns.
• Customer Advocacy and Engagement: Promote customer advocacy by identifying opportunities for case studies, testimonials, and referrals. Work with the marketing team to engage with the customer community through events, webinars, and forums.
• Upsell Motion: Drive measurable revenue expansion by proactively identifying and closing upsell opportunities across your portfolio.
• Metrics and Performance Analysis: Track key performance indicators (KPIs) for customer success, such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), renewal rates, and churn rate for your accounts.

Requirements

• Strong analytical and problem-solving skills
• Ability to meet deadlines and work under pressure in a fluid environment
• Track record of customer facing roles in a fast-paced dynamic environment is preferred
• An ideal candidate should be empathic, display tact and poise under pressure
• Open to start-up and evening shift (US business hours)
• Excellent communication and interpersonal skills, including experience in building strong internal and external relationships
• 3+ years of experience in customer success in a related field (B2B SaaS, Software etc.)

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance