WeXL - Manager - Customer Success (0-1 yrs)

Job Title: ExpansionLead

Department: Sales

Job Type: Full-Time

Gender Preference: We are seeking a female candidate for the above position

Job Summary:

The Customer Success Manager, Acquisition, plays a pivotal role in ensuring the seamless onboarding and success of new clients. This role is focused on driving customer satisfaction and long-term retention by understanding client needs, ensuring successful implementation, and delivering value throughout the customer journey. The ideal candidate is a proactive communicator, skilled at building relationships, and has a deep understanding of customer centric strategies.

Key Responsibilities:

Onboarding & Implementation:

- Lead the onboarding process for new clients, ensuring they are set up for success from day one.

- Collaborate with sales, product, and technical teams to ensure a smooth transition from acquisition to implementation.

- Conduct training sessions and provide resources to help clients effectively use the company's products/services.

Client Relationship Management:

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

- Regularly check in with clients to understand their needs, challenges, and goals.

- Proactively address any issues or concerns that may arise during the early stages of the customer lifecycle.

Customer Success Planning:

- Develop and execute customized success plans for each new client to ensure they achieve their business objectives.

- Monitor and measure client success metrics, providing insights and recommendations to optimize outcomes.

- Work closely with clients to identify opportunities for upselling or cross-selling additional products/services.

Feedback & Advocacy:

- Collect and analyze client feedback to identify areas for improvement in products, services, or processes.

- Act as a client advocate within the company, ensuring that customer needs are prioritized in decision making.

- Encourage and facilitate client participation in case studies, testimonials, and other advocacy programs.

Churn Prevention & Retention:

- Identify potential risks of client churn and proactively implement strategies to mitigate them.

- Work with clients to ensure they see ongoing value from the company's offerings, leading to long-term retention.

Collaboration & Teamwork:

- Partner with the sales and marketing teams to ensure alignment on customer acquisition strategies.

- Collaborate with the product development team to provide client insights that inform product enhancements.

- Contribute to the continuous improvement of customer success processes and best practices.

Reporting & Analysis:

- Track and report on key metrics related to client onboarding, satisfaction, and retention.

- Provide regular updates to senior management on customer success performance and client health.

Essential Criteria:

- Bachelor's degree in Business, Marketing, or a related field; MBA or relevant certifications preferred.

- Proven experience in customer success, account management, or client-facing roles, ideally in [industry].

- Willingness to travel extensively within the assigned market (company covers expenses per policy).

- Strong understanding of customer success methodologies and best practices.

- Excellent communication, interpersonal, and problem-solving skills.

- Ability to manage multiple clients and projects simultaneously in a fast-paced environment.

- Proficiency in CRM software and customer success platforms.

- Data-driven with the ability to analyze metrics and derive actionable insights.

Key Competencies:

- Customer-centric mindset with a passion for helping clients succeed.

- Strong organizational and time management skills.

- Ability to build trust and rapport with clients at all levels.

- Resilient and adaptable, able to navigate challenges and change.

- Results-oriented with a focus on driving customer satisfaction and retention.

- Salary Range: 5 LPA - 7 LPA (Fixed) plus a performance-linked variable pay of up to 3 LPA.