Indusface - Customer Success Manager - Enterprise Segment (6-15 yrs)

Customer Success Manager - Enterprise

- Main Customer point of contact throughout the Customer's lifecycle starting from Onboarding, Scaling and Transformation, define success plan with clear deliverables, and ensure clear communication across the Customer operational areas.

- Own overall relationship with assigned clients, which include Increasing adoption, ensuring retention, and satisfaction.

- Establish a trusted/strategic advisor relationship with each assigned client and drive the continued value of products and services.

- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.

- Collaborate with sales, Customer Support, and Professional Services teams to create a consistent approach to grow product solutions and develop a clear understanding to the broader account strategy

- Work with support team internally to ensure the tickets logged by customers are getting resolved and escalate with escalation manager (when needed).

- Work with customers to schedule onsite product classroom training which helps the customer to understand the product in depth and how they can use product to scale.

- Advocate customer needs/issues cross-departmentally while working with Products and Engineering teams to prioritize bugs and enhancement requests.

- Develop, prepare, and nurture customers for advocacy while working with Marketing team to publish case studies, video testimonies, getting speakers for events.

- Identify and/or develop upsell/cross sell opportunities and work with Sales team closely to generate revenue and renewals while reducing customer churn ratio.

- Scheduling cadence calls with customers on weekly & bi-weekly basis to understand the status of their production environment and any issues they have encountered with the product.

- Scheduling Quarterly Business Reviews with customer to review status of customers journey and to build long term strategies.