Manager - Customer Success - SaaS - IIM/ISB/MDI/FMS (3-6 yrs)

Job Title: Manager - Customer Success

Location: Bangalore/Chennai

Position Overview:

We are seeking a Customer Success Manager (CSM) who will be responsible for building strong relationships with customers and ensuring their success with our SaaS solutions. As the primary point of contact for assigned customers, you will work closely with them to understand their business needs and help them achieve their desired outcomes using our products. You will collaborate with various teams within the organization to drive customer satisfaction, retention, and expansion.

Key Responsibilities:

- Build and maintain strong relationships with customers, acting as their primary point of contact.

- Conduct onboarding and training sessions to ensure customers are successfully onboarded and fully understand how to use our products.

- Collaborate with the sales team to identify upsell and cross-sell opportunities, contributing to customer expansion.

- Conduct regular check-ins with customers to ensure they are meeting their desired outcomes and address any concerns or challenges they may face.

- Work closely with the customer support team to ensure timely resolution of any technical issues or product-related questions.

- Actively monitor customer health and engagement to identify potential risks of churn and take proactive measures to mitigate them.

- Provide valuable feedback to the product team regarding customer needs and feature requests to help drive product development.

- Maintain accurate and up-to-date records of customer interactions and statuses.

- Participate in customer-focused projects and initiatives to enhance overall customer satisfaction.

Skills and Experience Required:

- 3+ years of experience in customer success or account management.

- Strong interpersonal and communication skills, with the ability to build rapport with

- customers and effectively collaborate with internal teams.

- Ability to understand and explain technical concepts in a clear and concise manner.

- Proven track record in driving customer satisfaction, retention, and expansion.

- Strong organizational skills with keen attention to detail.

- Ability to prioritize and manage multiple tasks in a fast-paced environment.

- Good knowledge of condition-based monitoring of rotating equipment.

- Willingness to travel as required.

Education & Qualifications:

- Bachelor's degree in Engineering.

- MBA from a Tier 1 college preferred.