Manager - Customer Success - SaaS (7-10 yrs)

Role: Customer Success Manager (CSM).

Exp: 6+ Years.

Location: Mumbai.

Working Mode: 6 Days, WFO.

Job Description:

- A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty.

- Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Responsibilities:

- Partnering with Sales team and execute effective product demonstrations, emphasizing product features and benefits with focus on the value of the solution.

- Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business.

- Ensure customer success by driving adoption, managing customer relationships, conducting business reviews and sharing best practices.

- Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.

- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.

- Be responsible for billing, upselling and renewals, and increase the revenue per customer.

- elp drive customer references and case studies and produce reports and presentations to explain insights and results to marketing professionals.

- Provide quantitative/qualitative analysis to the product team on how FA can better serve our customers.

Who we're looking for:

- At least 6+ years relevant work experience in a customer-facing role (customer success or account management).

- Previous experience collaborating with different internal functions within a fast-growing SaaS company; operating at the intersection of product, sales, and delivery.

- Experience in CRM/ERP

- Familiarity with Supply Chain data and workflow experience preferred.

- Basic Knowledge of web technologies like HTML, SQL, API, Json, iOS and Android platforms.

- Proficient in Microsoft Office Suite specifically Excel and PowerPoint.

Experience: 7-10 Years