B2B Sales Executive

We are seeking a passionate and experienced Customer Success Manager (CSM) to join our Digital Scaled Success Team in Mumbai, India. As part of a global initiative to manage customers you will play a vital role in driving customer onboarding, enablement, product adoption, and retention. Working collaboratively with Success Architects, you will ensure our customers achieve exceptional outcomes through a scalable and innovative customer engagement approach.

Key Responsibilities :

New Client Onboarding & Enablement

• Guide new customers through the onboarding process using standardized playbooks and automation tools.
• Conduct group webinars and training sessions to enable customers to maximize product value.

Account Management:

• Serve as the primary point of contact for assigned accounts, ensuring proactive communication and engagement.
• Regularly update customers on new features, enhancements, and best practices to drive value realization.
• Customer Escalation Management Ability to manage customer complaints or escalations efficiently while maintaining positive customer relationship.

Retention & Growth:

• Drive customer renewals by building trust and delivering value consistently.
• Identify upsell and cross-sell opportunities to drive additional growth.

Collaboration & Advocacy:

• Work closely with Success Architects to address technical challenges and ensure seamless support.
• Provide feedback to internal teams (Product, Sales, and Engineering) to shape the roadmap and improve customer experience.

Experience:

• Minimum 2 years in a customer-facing role, preferably in Customer Sales, Account Management.
• Previous experience supporting enterprise or strategic accounts in software or cloud security is highly desirable.

Skills & Knowledge:

• Familiarity with Lead Generation, Sales.
• Proficiency in customer success tools CRM platforms.
• Strong problem-solving and analytical skills to identify and address customer challenges.
• Data Driven Decision making : expertise in utilizing data to measure customer health and satisfaction.

Communication & Teamwork:

• Excellent verbal and written communication skills with a customer-first approach.
• Ability to work in a dynamic, team-oriented environment while tackling complex challenges.