Customer Relationship Manager

Customer Success Specialist (CSS)

Location : Ahmedabad, Gujarat

Experience : 2–3 years

Function : Relationship Management & Retention

About the Role

As a Customer Success Specialist, you will play a pivotal role in building long-term, value-driven relationships with our clients. You’ll ensure they remain engaged, satisfied, and consistently derive maximum value from our platform. This role calls for a consultative mindset, excellent communication, and the ability to positively influence customer adoption and retention.

Key Responsibilities

• Act as the primary point of contact for key accounts post-onboarding.
• Lead and execute client onboarding processes smoothly and effectively.
• Build strong, meaningful relationships with client stakeholders and understand their marketing objectives.
• Monitor platform usage, identify potential risks, and drive proactive client engagement.
• Educate clients on new features, campaign best practices, and overall performance optimization.
• Collaborate cross-functionally to resolve issues and integrate client feedback.
• Drive renewals, upsells, cross-sells, and customer advocacy initiatives (testimonials, case studies, etc.).
• Conduct periodic business reviews and share actionable insights to enhance platform utilization.
• Advocate client needs internally while aligning with the product roadmap and company objectives.
• Maintain accurate CRM documentation and track key client success metrics.

Requirements