Customer Success Manager

About the job

Our client is seeking a proactive and client-focused Customer Success Manager to join their thriving team in Ghaziabad, Uttar Pradesh, IN. This role is pivotal in ensuring our clients achieve their desired outcomes while using our products and services. You will be responsible for building strong, long-term relationships with a portfolio of customers, understanding their business objectives, and guiding them towards maximizing the value they receive. This involves proactive outreach, conducting regular business reviews, identifying opportunities for upselling or cross-selling, and acting as the primary point of contact for any escalations or strategic inquiries. The ideal candidate will possess exceptional communication and interpersonal skills, a deep understanding of customer needs, and a passion for problem-solving. Experience in a customer-facing role, preferably in account management or customer success, is essential. You will work closely with sales, support, and product teams to advocate for the customer and drive product adoption and satisfaction. Your ability to analyze customer data, identify churn risks, and implement retention strategies will be critical to your success. We are looking for an individual who is not just reactive but proactively seeks to understand and address customer challenges, ultimately contributing to high customer retention rates and overall client satisfaction. This is an excellent opportunity to grow your career in a dynamic and client-centric organization, making a real impact on customer loyalty and business growth. The collaborative office environment fosters teamwork and continuous learning. Key Responsibilities: - Manage a portfolio of customer accounts, building and maintaining strong relationships. - Proactively engage with customers to understand their business goals and challenges. - Develop and execute success plans to ensure customers achieve their desired outcomes. - Conduct regular business reviews to assess customer progress and identify areas for improvement. - Drive product adoption and ensure customers are maximizing the value of our offerings. - Identify opportunities for expansion, upsell, and cross-sell within existing accounts. - Act as a primary point of contact for customer inquiries and escalations. - Collaborate with sales, support, and product teams to deliver a seamless customer experience. - Monitor customer health metrics and implement strategies to mitigate churn risk. - Gather customer feedback and advocate for their needs within the organization. - Educate customers on new features, best practices, and relevant solutions. - Contribute to the development of customer success resources and playbooks. Qualifications: - Bachelor's degree in Business, Marketing, or a related field, or equivalent experience. - Minimum of 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role. - Proven ability to build and maintain strong relationships with clients. - Excellent communication, presentation, and interpersonal skills. - Strong understanding of customer needs and business objectives. - Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms. - Analytical skills to interpret customer data and identify trends. - Ability to manage multiple accounts and priorities effectively. - Proactive, problem-solving attitude with a focus on customer satisfaction. - Experience in (relevant industry, e.g., SaaS, technology) is a plus. - Ability to work collaboratively in a team environment.

Qualifications

• Bachelor's degree in Business, Marketing, or a related field, or equivalent experience
• Minimum of 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role