Position Overview:

Overview: Build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. Candidates need to know/understand the ins and outs of product and service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds.

- A Customer Success Manager plays a major role in hiring, training and mentoring customer success teams and takes the charge of implementing policies with the internal team to establish a level of quality customer success.

Key Roles & Responsibilities

- Manage Customer Success team, enabling them to achieve/exceed their KRA/KPI.

- Manage customer and partner activity, risks and growth opportunities, submit accurate forecasts to management periodically.

- Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.

- Act as the voice of the customer internally; as the steward of the customer relationship, work cross functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes.

- Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction.

- Achieve/exceed target KPIs including but not limited to renewal %, upsell %, monthly active usage, and NPS.

- Work closely with the team & keep them motivated & passionate towards work.

- Travel with a team on client sides to review client health and feedback.

Eligibility Criteria:

- Should be extremely comfortable in the fast-paced, high-growth startup environment

- Proficient with reporting tools and web analytics.

- Degree in Computer Science/IT (B.Tech/B.E/BCA/MCA).

- Post-Graduation (MBA/ PGDM) preferred.

- 4+ years of relevant working experience required preferably in digital marketing /education domain/SaaS based organization

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