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Saasvaap - Manager - Customer Success
Saasvaap Inc, India17 days ago
Job descriptionClient Relationship Management Serve as the primary point of contact for a portfolio of assigned clients Develop strong, trusted relationships with key stakeholders and decision-makers Act as a customer advocate internally, representing their needs across product, engineering, and support teams Onboarding & Adoption Own and manage the end-to-end onboarding process for new clients, ensuring a seamless handoff from sales Drive product adoption by delivering training, resources, and best practices tailored to client goals Monitor usage patterns and proactively reach out to ensure healthy engagement Customer Retention & Growth Ensure customer satisfaction, high retention rates, and drive renewals Identify upsell and cross-sell opportunities and collaborate with sales / account managers to execute them Track client health scores and address issues before they impact the relationship Reporting & Feedback Provide regular updates and Quarterly Business Reviews (QBRs) with clients Gather and relay client feedback to the product and engineering teams to influence roadmap decisions Use tools like Gainsight, HubSpot, Salesforce, or Zoho to manage customer data and interactions Issue Resolution & Support Triage client issues effectively, collaborating with support and engineering teams as needed Maintain detailed documentation of customer communications and action items Continuously work to improve the customer journey and internal CSM processes 4-5 years of experience in Customer Success, Account Management, or Client Services Proven ability to manage multiple client relationships with a focus on long-term satisfaction and growth Excellent verbal and written communication, negotiation, and presentation skills Proficiency with CRM platforms and CSM tools Ability to understand and explain technical products to both technical and non-technical users Strong problem-solving and project management skills
About the Role :
- We are looking for a Customer Success Manager (CSM) to build long-term relationships with our clients and ensure they derive maximum value from our products and services.
- The ideal candidate is customer-centric, proactive, and thrives in a cross-functional environment, acting as the trusted advisor to ensure product adoption, retention, and overall customer satisfaction.
- You will play a key role in onboarding new clients, driving engagement, and minimizing churn, while identifying opportunities for upselling and expansion.
Key Responsibilities :
Required Skills & Qualifications :
(ref : iimjobs.com)
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