Job Title: Customer Success Manager Job Status: Full Time
Experience Required: 2+ years
Pay Scale: As per industry standards
Work Educational Qualification:
Graduate in relevant stream
Job Location: Pune
About the Role:
Customer Success team holds SME, SMB and Enterprise customers and ensures customer success - which is defined in terms of product usage, engagement level, NPS, cross sell, upsell and churn. We are looking for skilled Customer Success Managers to oversee the relationships of the company with its clients.
What will you do?
• Understand customers’ business and program objectives.
• Understand and demonstrate value to the customer.
• Drive product adoption and ensure exceptional user experience
• Discover and solve stated and not stated customer problems
• Help build loyalty by creating an excellent relationship with the customers
• Manage the entire customer lifecycle – onboarding, planning and implementation, deployment and ongoing usage
• Renewals, cross sell and upsell is going to be the KEY responsibility
• Monitor customer usage throughout the customer lifecycle to not only identify and prioritize at-risk accounts but also run standardized plays to mitigate churn
• Creating standard playbooks to ensure better account health
What will make you successful?
• Manage account health and identify opportunities to improve product offering
• Serve as the voice of the customer and provide internal feedback to Product, Content and other teams on how we can better serve our customers
• Maintain a deep understanding of our solutions and content and educate customers about the most relevant features/functionality for their specific business needs
• Alongside the support teams, resolve any issues and problems faced by customers and manage complaints in order to maintain trust
• Understand the product philosophy and roadmap to be able to articulate these to the customers during discussions
• Use analytics to identify usage patterns and create metrics
• Develop a deep understanding of the GST Hero products & educate customers
What we are looking for:
• 2 to 5 years of experience using customer success software, CRM software, and Google suit
• Experience working with clients in the technology or SaaS industry is preferred.
• Fanatical about customer success and tenacious at driving long-term customer value.
• Flexibility to adapt to the demands of the business
• Self-starter with a proven track record of driving customer success at all levels.
Perks & Benefits:
• We are the bosses you have always wanted:) Open to experimentation & happy to let you run the show!
• A dynamic, creative & intelligent team - they will make you love being at work.
• An inclusive work environment that lets you work in the way that works best for you!
We don’t want to breathe down your back - we want to learn from YOUR best practices.
If you are a highly motivated Customer Success professional with a strong passion for the SAAS industry and a proven track record of exceeding targets, we invite you to apply today and become a valued member of our dynamic team of CSMs. Join us in driving impactful business growth and providing cutting-edge cloud solutions to our valued clients.