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Customer Success Manager
ConfidentialBengaluru / Bangalore30+ days ago
Job descriptionDevelop and maintain strong relationships with customers, acting as their primary point of contact (POC). Understand their needs, goals, and challenges, and work proactively to address them. Drive product adoption and usage by identifying and promoting key features and functionalities that align with customers' goals. Help customers maximize the value they derive from our solutions. Foster engagement and build customer loyalty by conducting regular check-ins, providing updates on new features, conducting Quarterly Business Reviews (QBRs), and sharing best practices and industry insights. Be an active listener and address issues promptly. Engage in frequent travel to meet with customers in person and accurately measure customer pulse and satisfaction. Use on-site visits to gather direct feedback and insights, strengthening customer relationships. Collaborate with Sales teams to ensure customer renewals and explore opportunities for upselling and cross-selling products or services. Provide data and insights on customer usage and success metrics to support renewal decisions. Monitor customer health and identify potential risks that may impact their success or satisfaction. Offer additional training or support, escalate issues to appropriate teams, and provide personalized solutions. Represent customer needs and interests within the organization. Collaborate with cross-functional teams to drive customer-centric initiatives. Track and analyze customer success metrics such as adoption rates, satisfaction scores, and revenue growth. Provide regular reports and insights to stakeholders. Develop and maintain a customer health dashboard to provide a visual representation of customer engagement, satisfaction, and risk levels. Prepare regular internal reports that summarize key customer health metrics and insights for stakeholders. Utilize data from the dashboard to proactively address customer needs and improve overall customer experience. Stay updated on industry trends, competitive landscapes, and customer needs. Share best practices with the team and contribute to the development of customer success processes.
Primary Responsibility : The primary responsibility of a CSM is to ensure that customers benefit from using our devices and achieve their key success metrics.
Onboarding :
- Assist customers in getting started with the solution by providing comprehensive guidance, training, and support during the initial implementation phase.
Relationship Management :
Customer Adoption :
Customer Engagement :
Frequent Travel :
Renewals and Upsells :
Risk Mitigation :
Customer Advocacy
Customer Success Metrics :
Continuous Improvement :
Skills Required
Customer Success, Customer Engagement
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Customer Manager • Bengaluru / Bangalore
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