Customer Success Manager

About the job

In Customer Success, you’ll be the friendly face and voice of Meritto, guiding our clients every step of the way. Your day will be spent building relationships, troubleshooting issues, and celebrating wins with clients as they see the impact of our solutions firsthand. Proactively engage with customers right from the time of inception throughout the entire life-cycle of the customer which includes strategic and tactical guidance, client on-boarding, usage tracking, consultancy, training, meetings, workshops, upsell and renewal. You must have high levels of self-motivation, excellent relationship management and the ability to communicate with both technical and business stakeholders. Key Roles & Responsibilities: • Gather requirements from clients, Suggest Product Solutions, coordinate with other teams to ensure seamless Implementation. • Frequent traveling at client locations for product training and adoption purposes. • Have deep product knowledge of all product lines. Ability to showcase product demos and work out solutions for business use cases using best product fit. • Work with internal cross-functional teams (Product, Sales, Marketing, Product Marketing, Finance, support, etc.) to ensure customer issues / solutions are addressed. • Review ongoing product usage, account health, risk assessment, industry trends, customer trends, and competitor landscapes; Identify upsell / cross-sell opportunities. • Provide actionable insights to decision-makers to influence strategy and performance. • Ability to effectively prioritize and execute tasks in a fast-paced environment. • Manage overall customer success to ensure high retention and renewal rate. • Act as a bridge between the company and the client.

Requirements

• Customer Success
• Account Management
• SaaS Metrics
• Stakeholder Management

Qualifications

• Bachelor's degree in business, IT, or a related field
• 1-3 years of experience in Customer Success

Preferred Technologies

• Customer Success
• Account Management
• SaaS Metrics
• Stakeholder Management