About the Role :
We are seeking a highly motivated and strategic Customer Success Manager with 5-6 years of experience, and a strong business background, preferably with an MBA.
The ideal candidate will be a customer champion, responsible for building and nurturing strong, long-term relationships with our key clients in Pune.
You will be the primary point of contact for a portfolio of accounts, ensuring they achieve maximum value from our products / services, and driving retention and growth.
This role requires a blend of relationship management, strategic thinking, and data-driven decision-making to proactively identify opportunities and mitigate risks.
Key Strategic Relationship Management : Serve as a trusted advisor to a portfolio of key enterprise clients.
- Build and maintain strong, executive-level relationships, understanding their business goals
and challenges to align our solutions with their strategic Customer Lifecycle Management : Own the entire post-sales customer journey, from onboarding and implementation to adoption, renewal, and Driving Product Adoption & Value : Proactively monitor customer usage, health scores, and key metrics to ensure high product adoption.
Conduct regular Business Reviews (QBRs) and provide data-driven insights to showcase value and demonstrate ROI.Risk Management & Churn Reduction : Identify and address potential churn risks early.Develop and execute proactive success plans to prevent escalations and ensure customer Cross-Functional Collaboration : Act as the "voice of the customer" internally.Collaborate closely with Sales, Product, Marketing, and Engineering teams to relay customer feedback, influence the product roadmap, and ensure seamless service delivery.Upsell and Expansion : Identify and capitalize on opportunities for upselling and cross-selling new features or services by deeply understanding customer needs and business Reporting & Analysis : Track, analyze, and report on key customer success metrics such as Net Revenue Retention (NRR), Churn Rate, Customer Satisfaction (CSAT), and Net Promoter Score (NPS) to provide actionable insights to Process Improvement : Contribute to the development and optimization of internal customer success processes, playbooks, and best practices.Qualifications & Skills :
Education : MBA or an equivalent Master's degree from a Tier 1 / 2 institution is highly Experience : 5-6 years of professional experience in Customer Success, Account Management, or a similar client-facing role, preferably within a B2B SaaS or technology Proven Track Record : Demonstrated success in managing large enterprise accounts, improving customer satisfaction, and driving retention and Technical Proficiency : Hands-on experience with CRM and Customer Success platforms like Salesforce, HubSpot, Gainsight, or ChurnZero.Proficiency in using data analytics tools (e.g., Excel, Tableau) to derive insights is a plus.Strong Business Acumen : Ability to understand complex business models, financial metrics, and strategic Exceptional Communication : Excellent verbal, written, and presentation skills.Ability to articulate complex solutions in a clear and concise manner to both technical and non-technical Problem-Solving Skills : An analytical and solution-oriented mindset with the ability to manage and resolve complex customer issues Soft Skills : Strong interpersonal skills, empathy, and the ability to build rapport and trust.A strategic thinker with a proactive and customer-first approach.Local Market Knowledge : Familiarity with the Pune business landscape and local clientele is an added advantage(ref : iimjobs.com)
