Customer Success Manager - Database

We are seeking a highly motivated and experienced Customer Success Team Manager to join our team. As a Customer Success Team Manager, your primary responsibility will be to ensure the success and satisfaction of our valued customers. You will serve as the main point of contact for our clients, building strong relationships and proactively addressing their needs.

Responsibilities:

• Develop a deep understanding of cloud and database features.
• Responsible for defining, leading and tracking the strategic & operational programs.
• You will be a go-to advisor for the Customer Experience leadership team.
• Collate data from multiple sources and create a process/system for ongoing smooth availability of data.
• Create and present Reports/Dashboards to management on past results, renewals and upsell forecasts.
• Share reports/dashboards to CSM and regional heads with learnings and suggested actions.
• Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score.
• Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation.
• Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers needs.
• Implement and manage software that facilitates CSM Ops activities. This includes creating,
• maintaining, and updating changes as required in Journeys, Playbooks, Segments and Lists as per business requirement
• Develop and maintain strong customer relationships to understand their business goals, challenges, and objectives.
• Serve as the primary point of contact for customer inquiries, providing timely and accurate responses to their questions and concerns.
• Conduct regular check-ins with customers to assess their satisfaction levels, identify opportunities for improvement, and address any issues or concerns.
• Collaborate with cross-functional teams, such as sales, product development, and support, to ensure a seamless customer experience.
• Monitor key performance indicators (KPIs) and customer success metrics to track customer health and identify areas for improvement.
• Manage and mentor a team of Professional Services Consultants and Customer Success professionals, ensuring a collaborative and results-driven environment. Foster team alignment to improve operational efficiency and customer satisfaction.
• Stay updated on industry trends and best practices in customer success management to provide innovative solutions and enhance customer satisfaction.

Candidate Profile:

• Demonstrated progressive experience with operations or related experience with a SaaS or subscription business 12+ years of experience in Customer Success, Sales Operations, or Strategy (or any combination thereof). Candidates with Database technology exposure will be preferred.
• Experienced leading cross-functional initiatives in mid-sized or large organizations.
• Management experience with a team of at least 10 team members.
• Experience with Project / Program Management having digital engagement approaches and methods preferred (i.e., Digital Customer Success / &tech touch,& Digital Marketing)
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
• Proven experience in a customer success management or account management role.
• Strong interpersonal and communication skills, with the ability to build and maintain effective customer relationships.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to understand and articulate technical concepts to non-technical audiences.
• Results-driven mindset with a focus on customer satisfaction and retention.
• Strong organizational and project management skills, with the ability to handle multiple customer accounts simultaneously.
• Proficiency in customer success software and CRM platforms.

Immediate and early joiners will be preferred.

Kindly share your resume on abhishek.kumar@trantorinc.com