Customer Success Manager

Customer Success Manager

Role

The Customer Success Manager (CSM) is responsible for driving the adoption, value realization, and long[1]term satisfaction of Pandos customers. By building deep relationships with stakeholders at all levels, from support agents to C-level executives, the CSM ensures that clients achieve their business objectives through effective use of Pandos platform. This role is pivotal in managing client success plans, driving revenue

expansion, and fostering customer advocacy. The CSM proactively leverages data insights to enhance product usage, identify growth opportunities, and prevent churn, while also overseeing key operational tasks such as renewals, invoicing, and collections.

Responsibilities

Build Deep Relationships and Drive Product Adoption:

- Engage with stakeholders across all levels of the client’s organization, from operational teams to C-level executives.

- Collaborate with customers to create and execute account plans that define goals, milestones, and KPIs.

- Conduct regular engagements such as solutioning sessions, quarterly business reviews, roadmap discussions, and product training.

- Document the client’s business needs, goals, and challenges to guide strategic decision-making.Retain Customers and Ensure Client Value Realization:

- Analyze product usage data to identify gaps and areas for improved adoption, optimizing the use of Pando’s solutions.

- Collaborate with technical experts to offer tailored solutions where standard features do not meet client needs.

- Conduct diagnostics to identify and resolve issues in product setup and usage processes, ensuring clients achieve their desired outcomes.

Inspire Customer Growth and Advocacy:

- Work closely with the sales team to identify upsell opportunities and drive net revenue retention (NRR).

- Encourage satisfied clients to become advocates by participating in case studies, testimonials, and customer reference programs (e.g., G2, Gartner).

- Promote awareness of Pando’s new product features and innovations to inspire continued use and advocacy.

Collaborate with Internal Stakeholders Effectively:

- Ensure alignment across internal teams, promoting clarity of actions and smooth transitions between different stages of client engagement.

- Share feedback with product and development teams to inform future enhancements and product evolution.

Revenue Planning and Renewal Management:

- Collaborate with the client team to ensure on-time contract renewals.

- Monitor client metrics and usage data to forecast expansion opportunities and upsell potential.

- Manage invoicing, follow-up on payments, and handle collections to ensure financial compliance and smooth revenue flow.

Required skills:

• 2+ years SCM / Logistics experience
• 1+ years Consulting experience
• Customer-Facing Experience: Previous experience of 2+ years in a customer-facing role with enterprise clients in USA/European markets is crucial. This might include positions in customer

support, account management, or sales. Prior experience in a CSM role is a plus.

• 3+ years of industry expertise with direct experience in enterprise SaaS products.
• Engineering degree from institutes like NIT
• Good interpersonal, presentation and communication skills.
• Customer Relationship Management: Ability to build and maintain strong customer

relationships is a fundamental requirement. This involves empathy, active listening, and

understanding customer goals.

• Problem-Solving: Should be skilled in identifying and resolving customer issues and challenges. This requires critical thinking and creative problem-solving abilities.
• Project Management: Involvement in managing customer account plans, which may require

project management skills to set and track goals, timelines, and milestones.

• Data Analysis: Ability to analyze customer data and metrics to track customer health, usage patterns, and opportunities for improvement is often required.
• Customer-Centric Mindset: Should be genuinely passionate about helping customers succeed and be dedicated to their satisfaction.
• Empathy: Ability to understand and relate to customers' challenges and concerns is crucial for building strong relationships.
• Proactive: Need to be proactive in identifying and addressing customer needs and issues, rather than simply reacting to problems.
• Team Player: Collaboration with other teams, such as sales, marketing, and product

development, is common in CSM roles. Being a team player is important.

• Adaptability: The ability to adapt to changing customer needs and company priorities is

valuable in this role.

• Time Management: Often must manage multiple customers simultaneously, so effective time management skills are essential.
• Result-Oriented: Should be driven by customer success and achieving specific goals related to customer retention, upselling, and growth.

Preferred skills:

• Having USA visa is a huge plus
• Experience in Manufacturing, Retail, CPG, and/or Life Science preferred.
• Understanding and usage of statistical algorithms, optimization concepts, and awareness of tactical planning on overall supply chain
• Previous experience collaborating with remote teams is preferred.