Customer Success Manager

This role is for one of Weekday’s clients

Min Experience : 3 years

Location : Bengaluru

JobType : full-time

Requirements

We are looking for a proactive and customer-centric International Customer Success Manager to join our global team. The ideal candidate will play a crucial role in building long-term relationships with international clients, ensuring their satisfaction, and maximizing customer retention. You will act as the primary point of contact for customers, managing their post-sales journey, driving product adoption, and promoting customer advocacy across regions. This role requires exceptional communication skills, a deep understanding of customer success strategies, and a passion for delivering outstanding customer experiences in a fast-paced global environment.

Key Responsibilities

• Customer Relationship Management : Build and maintain strong, long-term relationships with international clients, serving as a trusted advisor and primary point of contact for all post-sales engagement.
• Customer Retention & Advocacy : Proactively manage customer accounts to minimize churn and drive retention through exceptional service, value delivery, and consistent engagement.
• Customer Onboarding : Lead onboarding sessions for new customers, ensuring a seamless transition from sales to implementation, and helping them achieve early success milestones.
• Customer Experience Management : Monitor customer satisfaction through regular check-ins, surveys, and performance reviews, ensuring every client interaction enhances the overall customer experience.
• Customer Data Analysis : Leverage customer data and insights to identify patterns, pain points, and opportunities for improvement, sharing feedback with internal teams to enhance product and service quality.
• Customer Success Planning : Develop success plans tailored to each client’s business objectives, outlining measurable outcomes and timelines to ensure alignment with company goals.
• Issue Resolution : Manage escalations efficiently, coordinating with cross-functional teams such as product, engineering, and support to ensure timely and effective resolution of customer issues.
• Customer Advocacy : Identify and nurture advocates among your customer base who can share their success stories through testimonials, case studies, and reference programs.
• Customer Engagement & Renewal : Conduct quarterly business reviews (QBRs) and renewal discussions, ensuring that clients continue to see ongoing value from the product or service.
• Collaboration : Partner closely with sales, marketing, and product teams to ensure consistent messaging, feedback integration, and customer-driven improvements.
• Reporting & Metrics : Track and report key customer success metrics, including customer satisfaction (CSAT), Net Promoter Score (NPS), churn rate, and product usage trends.

Required Skills and Qualifications

Preferred Qualifications