Customer Success Manager

Key Responsibilities:

• Develop Customer Success Strategies: Collaborate with the creative team to maintain and evolve customer success strategies and best practices.
• Senior Management Communication: Effectively communicate with internal and external senior-level management to understand customer needs, enhance retention and growth strategies, and share key insights and learnings.
• Metrics Maintenance: Manage and maintain existing customer success metrics and data as directed by leadership.
• Client Collaboration: Collaborate with team members to strategize and problem-solve upcoming client meetings, ensuring alignment with customer success goals.
• Campaign Performance Analysis: Prepare documentation and visuals to demonstrate campaign performance to clients; analyze trends to identify areas for improvement.
• Customer References and Case Studies: Partner with sales and marketing teams to secure customer references and develop compelling case studies.
• Customer Experience Improvement: Review customer complaints and concerns, proactively seeking opportunities to enhance the overall customer experience.
• Brand Advocacy: Cultivate an enthusiastic customer base and identify brand ambassadors to amplify product benefits and value.
• Product Demonstrations: Conduct product demonstrations to showcase features and benefits for customers.
• Onboarding Process Improvement: Enhance onboarding processes to ensure seamless customer integration and satisfaction.
• Cross-Promotion Initiatives: Develop and execute reciprocal cross-promotion programs with business partners on social media platforms and coordinate online reviews to benefit both businesses mutually.

Required Skills:

• Bachelors degree in Business Administration, Marketing, Communications, Information Technology, or a related field.
• Work timings include 6:00 PM to 10:00 PM at the office, followed by 5 to 5.5 hours of remote work from home
• A strong command of the US accent is mandatory for this role
• Masters Degree in Business Administration is a plus.
• 2-10 years of experience in customer success, account management, sales, or related roles within the B2B SaaS industry.
• Proven track record of managing client relationships and driving customer success in a fast-paced, dynamic environment.
• Strong understanding of SaaS business models
• familiarity with CRM software (e.g., Salesforce, HubSpot) and project management tools.
• Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
• Analytical mindset with the ability to interpret data and make data-driven decisions to optimize customer outcomes.
• Demonstrated ability to collaborate and influence cross-functional teams to achieve customer success goals