Senior Customer Success Manager

About the job

Our client, a fast-growing SaaS company, is seeking a dedicated and experienced Senior Customer Success Manager to join their client-facing team in Coimbatore, Tamil Nadu, IN . This role is pivotal in ensuring our customers achieve their desired outcomes while using our products and services. You will be responsible for building and nurturing strong, long-lasting relationships with a portfolio of key accounts, acting as their trusted advisor and primary point of contact. The ideal candidate will possess a deep understanding of customer needs and business objectives, translating them into actionable strategies for product adoption and value realization. You will proactively identify opportunities for upselling and cross-selling, contributing to revenue growth and customer retention. This position requires excellent communication, presentation, and problem-solving skills, with a proven ability to manage complex customer challenges. You will conduct regular business reviews, track customer health metrics, and develop success plans tailored to each client's unique goals. Collaboration with sales, product, and support teams is crucial to ensure a cohesive customer experience. The Senior Customer Success Manager will also be involved in gathering customer feedback to influence product development and drive improvements. A proactive approach to risk mitigation and proactive issue resolution is essential. This role is ideal for a strategic thinker with a passion for customer advocacy and a commitment to delivering exceptional service. Responsibilities: • Manage and grow a portfolio of key customer accounts. • Build and maintain strong, long-term relationships with clients. • Act as the primary point of contact for all customer needs and inquiries. • Drive product adoption and ensure customers achieve their desired business outcomes. • Conduct regular business reviews and health checks with clients. • Develop and execute customer success plans tailored to client goals. • Identify opportunities for upselling and cross-selling. • Proactively identify and mitigate customer churn risks. • Collaborate with sales, product, and support teams to ensure customer satisfaction. • Gather customer feedback and provide insights to product development teams. • Onboard new customers and guide them through implementation processes. • Track key customer success metrics and report on account health.

Requirements

• Customer Success
• Account Management
• Communication
• Problem-Solving

Qualifications

• Bachelor's degree in Business, Marketing, or a related field.
• Minimum of 4-6 years of experience in customer success, account management, or a related client-facing role.

Preferred Technologies

• Customer Success
• Account Management
• Communication
• Problem-Solving