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Customer Success Manager / Key Account Manager

Customer Success Manager / Key Account Manager

ConfidentialBengaluru / Bangalore
9 days ago
Job description

Role Overview :

Manage 4-6 enterprise clients, ensure post-onboarding success, drive product adoption, align clients with their goals, and work with internal teams to maximize client value and satisfaction.

Key Responsibilities :

Post Go-Live Adoption :

  • Ensure smooth onboarding for internal and external users.
  • Resolve implementation challenges with the Delivery team.

Relationship Management :

  • Build and nurture relationships with key stakeholders.
  • Conduct regular check-ins and MBRs / QBRs.

    • Product Adoption & Training :

  • Promote adoption of software features.
  • Coordinate training sessions with the Delivery team.

    • Account Health Monitoring :

  • Track usage data to optimize performance.
  • Address client concerns proactively.

    • Client Success & Value Delivery :

  • Demonstrate ROI and value delivery based on metrics.
  • Present qualitative and quantitative benefits.

    • Customer Satisfaction & Advocacy :

  • Run CSAT / NPS surveys.
  • Encourage client advocacy through testimonials and events.

    • Financials & Collections :

  • Ensure timely invoicing and collections.
  • Handle CR (Change Requests) discussions.

    • Renewal & Expansion (Farming) :

  • Drive contract renewals.
  • Identify and manage up-sell and cross-sell opportunities.
  • Support proposal creation, demos, and implementation of farming deals.

    • Key Performance Indicators (KPIs) :

  • Net Recurring Revenue (NRR)
  • Net Promoter Score (NPS)
  • Timely receivables collection

    • Candidate Profile :

  • Experience :  4–5 years (must include CSM / KAM / CRM roles)
  • Industry :  Supply chain domain (must), SaaS (desirable), Management Consulting (desirable)
  • Education :  MBA from Tier 1 institutes (preferred)
  • Skills :
  • Strong ownership and results orientation
  • Excellent communication and interpersonal skills
  • Effective collaboration with cross-functional teams
  • Customer-first approach with business acumen

    • Skills Required

    Client Relationship Management, Business Acumen

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    Key Account Manager • Bengaluru / Bangalore