Jainam - Manager - Customer Success

Role Overview

We are seeking a proactive and customer-centric Customer Success Manager (CSM) to build and maintain strong relationships with our clients, ensuring their successful adoption and ongoing satisfaction with our products and services.

The CSM will act as a trusted advisor, driving customer retention, growth, and advocacy by understanding client needs and delivering tailored solutions.

Key Responsibilities

• Serve as the primary point of contact for assigned customers, building long-term relationships based on trust and value delivery.
• Understand customer business objectives, challenges, and industry trends to provide relevant insights and solutions.
• Lead the customer onboarding process, ensuring smooth implementation and adoption of products / services.
• Provide training and enablement to customers to maximize product utilization and ROI.
• Monitor customer health metrics and proactively identify risks and opportunities.
• Collaborate with sales and product teams to identify upsell and cross-sell opportunities aligned with customer goals.
• Drive renewals and reduce churn by addressing customer concerns and delivering continuous value.
• Act as an advocate for customers internally, coordinating with support, engineering, and product teams to resolve issues promptly.
• Communicate effectively with customers during issue escalation and resolution processes.
• Collect and analyze customer feedback to identify product improvements and influence the product roadmap.
• Participate in regular business reviews with customers to review performance, goals, and feedback.
• Maintain accurate records of customer interactions, account status, and success plans in CRM tools.
• Prepare and present regular reports on customer health, usage, and satisfaction to internal stakeholders.

Candidate Requirements

(ref : iimjobs.com)