Customer Success Manager

the Role :

As a Customer Success Manager you will own client relationships and ensure they get maximum value from the platform. You will lead onboarding, resolve issues, and conduct regular business review meetings. The role requires close collaboration with global teams to support customer goals. Your key focus will be retention, growth, and delivering an exceptional customer experience.

Roles & Responsibilities :

• 3-6 years experience in customer-facing, technical roles in either SaaS, Ecommerce, or Marketing automation technology.
• Manage a portfolio of accounts, driving engagement, retention, and growth.
• Lead onboarding for new clients and support implementation needs.
• Conduct regular business reviews with C-level executives to share insights and identify opportunities.
• Act as the primary contact for escalated technical issues, ensuring timely resolution with internal teams.
• Build deep platform expertise to guide users and serve as a trusted advisor to maximize value.
• Collaborate with global teams and own key customer success KPIs, including dollar retention and 3-6 years of experience in customer-facing roles with a proven track record of delivering results.
• Excellent verbal and written communication skills; able to explain technical concepts clearly to all stakeholders.
• Exposure to eCommerce platforms, OMS, WMS, TMS, or supply chain / logistics systems is a plus.
• Strong project management, multitasking, and attention to detail, capable of handling multiple priorities.
• Customer-focused, quick learner, team player, with experience in preparing business reports and QBRs.

(ref : iimjobs.com)