Customer Success Manager

We are seeking a dynamic and experienced Customer Success Manager to join the Uphance team. In this pivotal role, you will be responsible for ensuring customer satisfaction, retention, and success by providing exceptional support and guidance. This position demands a blend of business acumen, an understanding of customer needs, and a deep grasp of technical possibilities to guide our clients in maximizing the value of our apparel management software.

Job Type: Full-Time/Remote

Responsibilities:

• Act as the primary liaison between customers and internal teams, ensuring the customer's needs are met and their expectations are exceeded.
• Develop and maintain strong relationships with key stakeholders to understand their business objectives and provide tailored solutions.
• Onboard new customers, providing training and support to ensure a smooth transition and successful adoption of the software.
• Manage new customer onboarding projects, ensuring timely and effective implementation.
• Monitor customer usage and engagement, identifying opportunities for improvement and proactively addressing any issues.
• Collaborate with engineering, design, and marketing teams to deliver high-quality product features that meet customer needs and enhance user satisfaction.
• Create and maintain a customer success roadmap, clearly articulating the vision, goals, and milestones for customer success initiatives.
• Lead customer success planning, reviews, and retrospectives to ensure the team is aligned and focused on the highest-impact initiatives.
• Analyze market trends, competitor strategies, and user feedback to recommend improvements and innovations for the product.
• Ensure that customer feedback is visible, transparent, and clear to all, showing what the team will work on next.
• Define customer success metrics and KPIs, providing the team with clear guidance on the expected outcomes.
• Monitor customer satisfaction post-launch, using data analysis to inform future product development decisions.

Technical Requirements and Qualifications:

• Bachelor's or Master's degree in Business, Computer Science, Engineering, or a related field.
• Proven experience as a Customer Success Manager, Account Manager, or similar role in customer success, preferably in the software or apparel industry.
• Strong understanding of customer success methodologies and best practices.
• Excellent project management skills, with the ability to manage multiple projects simultaneously.
• Excellent written and verbal communication skills, with the ability to speak with and understand customers, internal product, and technical teams.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Ability to understand problems quickly and come up with effective solutions.

General Requirements:

• Availability to work during customer working hours in various time zones.
• High-speed Internet and the ability to join technical video meetings during business hours.
• Strong analytical and problem-solving skills and ability to work as part of multi-functional teams.
• Ability to collaborate and be a team player.

Why Uphance?

• Engage in Innovative Projects: Immerse yourself in cutting-edge projects that not only test your skills but also encourage the exploration of new design realms.
• AI-Integrated Challenges: Take on projects infused with AI, pushing the boundaries of your abilities and allowing for exploration in uncharted territories of software design and development.
• Flexible Work Environment: Whether you embrace the digital nomad lifestyle or prefer the comfort of your own space, Uphance provides the freedom to design and create from any corner of the globe.
• Inclusive Team Environment: Join a dynamic, international, and inclusive team that values and celebrates diverse ideas.
• Collaborative Team Dynamics: Become a part of a supportive and motivated team that shares in the celebration of collective successes.
• Recognition and Appreciation: Your accomplishments will be acknowledged and applauded regularly in our Recognition Rally.

Compensation:

Salary Range: INR 12 LPA to INR 24 LPA (Salary is not a constraint for the right candidate)

Join our team and play a key role in driving the success of Uphance's innovative solutions in the apparel management space. If you are passionate about customer success and have a drive to deliver exceptional customer experiences, apply today!