iMocha - Customer Success Manager (6-9 yrs)

Job Title:

Customer Success Manager - US Region Location: Must be based in Pune or willing to relocate. Department: Customer Success

Shifts: 4:30 pm to 1:00 am (IST)

Mode of work: WFO - Hybrid Job Summary

Key Responsibilities:

- As a Customer Success Manager at iMocha, you will be responsible for fostering strong relationships with our customers to ensure their successful adoption, utilization, and satisfaction with our SaaS products.

- Your primary goal is to drive customer retention and expansion through proactive engagement and support.

- Product Adoption: As a Customer Success Manager, you will be responsible for maximum adoptions of our products.

- Stakeholder Management: Serve as the primary point of contact for assigned customer accounts, managing relationships and addressing any issues or concerns that arise.

- Customer Advocacy: Act as the voice of the customer within the company, providing feedback and insights to improve our products and services.

- Product Utilization: Monitor and analyze customer usage data to identify opportunities for deeper engagement and to ensure customers are achieving their desired outcomes.

- Training & Support: Provide training and support to customers, helping them to fully understand and leverage the features and capabilities of our SaaS solutions.

- Renewals & Upsells: Work with Account Managers to ensure timely renewals and identify opportunities for upselling additional features or services.

- Churn Prevention: Proactively identify and address potential issues that could lead to customer churn, implementing strategies to retain and grow accounts.

- Reporting: Track and report on key customer success metrics, including customer satisfaction, product usage, and renewal rates.

- Cross-functional Collaboration: Collaborate with sales, product, and support teams to address customer needs and drive continuous improvement.

Qualification:

- Education: Master's degree in business, Marketing, or a related field; relevant certifications or coursework in customer success or account management is a plus.

- Experience: 7+ years of experience in a customer success, account management, or similar role within a SaaS environment.

- Exposure to the USA geography: Candidate must have 5+ years of relevant experience in working with US companies and in the US time zone.

Skills:

- Strong interpersonal and communication skills, with the ability to build and maintain relationships with customers. Excellent problem-solving abilities and a proactive approach to customer engagement.

- Technical Proficiency: Familiarity with SaaS products and technologies, with the ability to understand and explain technical concepts to non-technical stakeholders.

- Analytical Abilities: Ability to analyze customer data, track performance metrics, and make data-driven decisions to drive customer success.