Talent.com
This job offer is not available in your country.
Ergode - Customer Success Manager

Ergode - Customer Success Manager

Ergode IT Services Pvt LtdMumbai, India
30+ days ago
Job description

Job Summary :

  • We are looking for a proactive and customer-focused Customer Success Manager (CSM) to build strong relationships with our clients and ensure they derive maximum value from our products / services.
  • The ideal candidate will act as a trusted advisor, drive product adoption, and work cross-functionally to resolve issues and improve customer satisfaction, retention, and growth.

Key Responsibilities :

  • Customer Relationship Management
  • Serve as the primary point of contact for a portfolio of assigned clients.
  • Build and nurture long-term relationships with key stakeholders.
  • Ensure customers understand product features and how to derive maximum value.
  • Onboarding & Training
  • Lead onboarding sessions and ensure smooth implementation.
  • Train users on product functionality and provide tailored guidance.
  • Develop user guides, training materials, and best practice documentation.
  • Customer Success & Retention
  • Monitor product usage and proactively address low engagement.
  • Identify and address customer challenges to ensure retention and satisfaction.
  • Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions.
  • Cross-functional Collaboration
  • Collaborate with Sales, Product, and Support teams to ensure seamless customer experiences.
  • Advocate customer needs internally, contributing to product and process improvements.
  • Handle escalations and ensure timely resolution of issues.
  • Renewals & Expansion
  • Support contract renewals and identify opportunities for upselling or cross-selling.
  • Contribute to customer success metrics including Net Promoter Score (NPS), retention, and expansion rates.

    • Required Skills & Qualifications :

  • Degree in Business, Marketing, or a related field.
  • 3-7 years of experience in Customer Success, Account Management, or Client Services (preferably in SaaS or B2B industries).
  • Strong understanding of customer lifecycle and success metrics.
  • Excellent communication, interpersonal, and presentation skills.
  • Problem-solving mindset with attention to detail

    • ref : iimjobs.com)

    Create a job alert for this search

    Customer Manager • Mumbai, India