Senior Customer Success Manager

About the job

Our client is actively seeking a proactive and customer-focused Senior Customer Success Manager to join their team in Dehradun, Uttarakhand, IN. This role is paramount in fostering long-term relationships with clients, ensuring they derive maximum value from our products/services, and driving client retention and growth. The ideal candidate will possess a strong understanding of customer relationship management, account management, and problem-solving within a service-oriented environment. Responsibilities include onboarding new clients, providing ongoing support and guidance, and acting as the primary point of contact for a portfolio of key accounts. You will be responsible for understanding client needs, identifying opportunities for upselling and cross-selling, and proactively addressing any potential issues that could impact client satisfaction. The successful candidate will be skilled in analyzing customer usage data, identifying churn risks, and developing strategies to mitigate them. Excellent communication, presentation, and interpersonal skills are essential for building trust and rapport with clients. This position offers a dynamic work environment with opportunities to collaborate with sales, product, and support teams to ensure a cohesive and exceptional customer experience. Key Responsibilities: • Manage a portfolio of client accounts, ensuring high levels of satisfaction and retention. • Onboard new clients effectively, providing comprehensive training and support. • Act as the primary point of contact for clients, addressing inquiries and resolving issues promptly. • Proactively identify client needs and opportunities for upselling and cross-selling. • Monitor client usage and engagement, identifying potential risks and developing mitigation strategies. • Conduct regular business reviews with clients to assess value realization and future needs. • Collaborate with internal teams (Sales, Product, Support) to ensure a seamless client experience. • Gather client feedback and advocate for client needs internally to drive product/service improvements. • Develop and maintain strong, long-lasting client relationships. • Track and report on key customer success metrics, including retention rates and customer satisfaction. Qualifications: • Minimum of 4 years of experience in customer success, account management, or a related client-facing role. • Proven ability to build and maintain strong client relationships and drive retention. • Excellent communication, interpersonal, and negotiation skills. • Experience with CRM software and customer success platforms. • Strong analytical skills with the ability to interpret customer data. • Proactive approach to problem-solving and issue resolution. • Bachelor's degree in Business, Marketing, or a related field is preferred.

Qualifications

• Minimum of 4 years of experience in customer success, account management, or a related client-facing role
• Proven ability to build and maintain strong client relationships and drive retention
• Excellent communication, interpersonal, and negotiation skills
• Experience with CRM software and customer success platforms
• Strong analytical skills with the ability to interpret customer data
• Proactive approach to problem-solving and issue resolution
• Bachelor's degree in Business, Marketing, or a related field is preferred