Customer Success Manager

Job Code - CSManager

Designation: Customer Success Manager

We are looking for a customer success manager who can provide ongoing support to our customers and network with them. The candidate should be able to contribute to building relationships and implementing new programs that will increase your business’ revenue potential and minimize churn rates. 

A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.  

Ultimately, you will work directly with customers to help solve their problems and ensure their satisfaction while they are on active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.  

  
Responsibilities  

  • The Customer success manager will be responsible for a set of customers based in different geographies. S/he will be responsible for managing the Customer post Go live i.e. customer engagement & success  
  • Responsible for achieving quarterly and annual goals on an account by following the customer engagement framework  
  • Manage the customers stakeholders on the assigned accounts (KPI: CSAT rating)  
  • Drive user adoption and the engagement (KPI : DAU and MAU %)  
  • Cross and upsell product features to customers to increase the usage (KPI: $Expansion)  
  • Retain and grow customers (KPI: Renewal rate)  
  • In-depth knowledge about customer success processes on a SaaS product and learning initiatives  
  • Proactively maintain high level of knowledge about the product and customer industries through self study, research, and analysis.  
  • Identify customer learning needs & provide solution using the product  
  • Excellent Data Orientation to Insights framework  
      

Requirements and skills  

  • 5 to 6 years of experience in the Customer Success role with a SAAS learning product & account management (Preferably from a Learning Technology Background) 
  • Good interpersonal skills to maintain customers & partner relationships.  
  • Ability to work with partners directly when needed and a strong sensitivity to the partner’s point of view on issues.  
  • Strong learning solutions background  
  • Results orientated, motivated by success  
  • Good understanding of data to analytics lifecycle  
  • Ability to multi-task and work under pressure 
  • Excellent communication skills, both oral and written.  
  • Must be an enthusiastic team player with an innovative approach.  
  • Ability to work in an aggressive and fast-moving environment where key objectives need to be met on pre-agreed timescales.  
  • Highly focused on Perseverance and Resilience factors of business ecosystem 
  • Consideration of privacy and security obligations

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