Manager/Senior Manager - Customer Success - IT (4-10 yrs)

Job Title: Customer Success Manager

Location: Bangalore India/ US

Department: Customer Success

About MergerWare:

MergerWare is a leading SaaS platform designed to streamline the mergers and acquisitions (M&A) process. Our innovative software provides a collaborative environment that simplifies complex deal workflows, allowing businesses to drive faster, more successful transactions. We're on a mission to transform how companies manage their M&A activities, making it easier, more transparent, and ultimately more profitable.

Role Overview:

We are seeking an experienced Customer Success Manager (CSM) to join our team and support our clients in the M&A space. The CSM will act as the trusted advisor to customers, ensuring that they receive maximum value from MergerWare's platform throughout their M&A lifecycle. This role involves everything from onboarding new clients to building long-term relationships, addressing client concerns, and providing ongoing strategic support.

Key Responsibilities:

Customer Onboarding & Implementation:

- Lead the onboarding process for new clients, ensuring a seamless transition from the sales team and providing customized training on MergerWare's features and capabilities.

- Guide customers through the platform's M&A features, ensuring they understand how to leverage the software for maximum effectiveness.

Customer Relationship Management:

- Develop and nurture strong, long-term relationships with clients, serving as their primary point of contact for all customer success-related activities.

- Understand each client's business and M&A goals, ensuring MergerWare's platform is positioned as a critical tool in achieving these objectives.

Product Adoption & Engagement:

- Monitor usage patterns and proactively engage customers to drive platform adoption.

- Conduct regular check-ins to ensure customers are getting the most value out of MergerWare and identify opportunities for further engagement or feature adoption.

Support & Issue Resolution:

- Provide ongoing support for clients, addressing any technical or strategic issues related to the platform.

- Troubleshoot and resolve client problems in collaboration with the technical support team to ensure minimal disruption to M&A workflows.

Customer Retention & Growth:

- Work closely with clients to identify opportunities for upselling or cross-selling additional features and modules of MergerWare that align with their business needs.

- Actively monitor customer health scores and usage data to anticipate and mitigate the risk of churn.

Training & Education:

- Conduct webinars, workshops, and one-on-one training sessions to continuously improve customer knowledge and usage of MergerWare.

- Develop and maintain educational materials, including FAQs, best practice guides, and platform walkthroughs.

Customer Advocacy & Feedback:

- Be the voice of the customer, representing their needs and feedback to internal teams (Product, Engineering, Marketing, etc.) for ongoing product enhancements.

- Gather customer testimonials, success stories, and case studies to promote MergerWare's value proposition in the market.

Reporting & Metrics:

- Track and report on customer success metrics (e.g., NPS, CSAT, retention rates) to leadership.

- Provide insights into customer satisfaction trends and product usage, helping guide future customer success strategies.

Collaboration Across Teams:

- Work closely with the Sales, Marketing, and Product teams to ensure smooth communication and a unified approach to customer success.

- Collaborate with the Sales team to assist in renewals and contract negotiations, ensuring customer satisfaction is central to the conversation.

Skills & Qualifications:

Experience:

- 3+ years in Customer Success, Account Management, or similar roles, ideally within SaaS, software, or a related B2B industry.

- Experience working with enterprise clients, especially in M&A, finance, or complex business processes.

- Knowledge or experience in M&A workflows, deal management, or corporate strategy is highly desirable.

Technical Skills:

- Familiarity with SaaS platforms and CRM tools (e.g., Salesforce, Zendesk, Gainsight).

- Strong ability to quickly learn and navigate software solutions.

- Data-driven approach to monitoring customer success metrics (e.g., user adoption, retention, customer health).

Communication:

- Excellent written and verbal communication skills, with the ability to explain complex concepts in an easy-to-understand manner.

- Strong presentation skills, comfortable conducting virtual training sessions and product demos.

Problem-Solving:

- Proactive, with strong problem-solving skills and the ability to navigate customer challenges effectively.

- Ability to understand client issues from a strategic perspective and translate them into actionable solutions.

Personal Traits:

- Customer-focused with a passion for helping clients succeed.

- Self-motivated, results-oriented, and able to handle multiple priorities.

- Strong organizational and time-management skills, with attention to detail.

Preferred Qualifications:

- Bachelor's degree in Business, Finance, Technology, or a related field.

- Experience with M&A processes, project management, or financial tools.

- Previous experience in a customer-facing role in SaaS, tech, or B2B environments.

Why MergerWare?

Innovative Product: Work with a cutting-edge platform transforming the M&A industry.

Collaborative Team: Join a dynamic and supportive team where your voice matters.

Growth Opportunities: We believe in promoting from within and providing career growth opportunities.

Competitive Compensation: Enjoy a competitive salary, bonus potential, and benefits.

MergerWare is an equal-opportunity employer and values diversity in its workforce. We encourage individuals from all backgrounds to apply.