Manager - Customer Success - SaaS (3-5 yrs)

Role Description:

This is a full-time on-site role for a Customer Success Manager for a SAAS company in Gurugram. The Customer Success Manager will be responsible for ensuring customer satisfaction, building and maintaining relationships, and providing exceptional customer service on a day-to-day basis.

Responsibilities:

- Identify gaps in current processes and recommend improvements to fill those gaps.

- Manage the entire customer lifecycle - onboarding, planning and implementation, deployment, activation, success for the sold suite of products and ongoing usage.

- Monitor customer usage throughout the customer lifecycle to not only identify and prioritize at-risk accounts but also run standardized plays to mitigate churn.

- Manage account health and identify opportunities to improve the product offering. Maintain a deep understanding of our solutions and content and educate customers about the most relevant features/functionality for their specific business needs.

Qualifications:

- Customer Satisfaction, Customer Retention, and Customer Service skills

- Analytical Skills for data-driven decision-making

- Relationship Building abilities to foster strong connections with clients

- Has Proficiency in analysis and a thorough understanding of both communication methods and marketing automation.

- Comfortable with excel or any data analytics tool.

- Good articulation - verbal and written. Strong interpersonal skills. Good stakeholder management.

- Comfortable in working from Gurgaon + US time zone.