Customer Success Manager

Working Model Working from Office,

CSM primary responsibility is to ensure that customers benefit by employing our devices and achieving their key success parameters

On Boarding: Assist customers in getting started with the solution by providing guidance, training, and support during the initial implementation phase

Relationship management: Develop and maintain strong relationships with customers, acting as their primary POC. Understand their needs, goals, challenges, and work proactively to address them

Customer Adoption: Drive product adoption and usage by identifying and promoting key features and functionalities that align with customers goals. Help them maximize the value they can derive from our solutions.

Customer engagement: Foster Engagement and build customer loyalty by conducting regular check ins, providing updates on new features, conduct QBRs and sharing best practices and industry insights. Be an active listener and address issues promptly

Renewables and Upsells: Collaborate with Sales teams to ensure customer renewals and explore opportunities for upselling/cross selling products or services. Provide data and insights on customer usage and success metrics to support renewal decisions.

Risk Mitigation: Monitor customer health and identify potential risks that may impact their success or satisfaction. Offer additional training or support, escalate issues to appropriate teams, provide personalized solutions

Customer Advocacy: Represent customer needs and interests within the organization. Collaborate with cross functional teams to drive customer centric initiatives

Customer Success Metrics: Track and analyze customer success metrics such as adoption rates, satisfaction scores, revenue growth. Provide regular reports and insights to stakeholders

Continuous Improvement: Stay updated on industry trends, competitive landscapes, customer needs. Share best practices with team and contribute to development of customer success process.

Overall, a long term, sustainable and symbiotic relationship is to be fostered with customers leading to customer satisfaction, loyalty, and growth.