Senior Customer Success Manager

About the job

Our client, a rapidly growing SaaS company, is seeking a proactive and results-driven Senior Customer Success Manager to join their team in Dehradun, Uttarakhand, IN. This role is critical in ensuring our clients derive maximum value from our solutions, fostering long-term relationships, and driving retention and expansion. The ideal candidate will have a deep understanding of customer needs, excellent communication skills, and a passion for delivering exceptional service. You will work closely with sales, product, and support teams to advocate for the customer and ensure their success. Responsibilities: Manage a portfolio of enterprise clients, serving as their primary point of contact and trusted advisor. Develop and execute success plans for clients, outlining their goals and how our solution will help achieve them. Proactively monitor client health, identify potential risks, and implement strategies to mitigate churn. Conduct regular check-ins and business reviews with clients to assess satisfaction, provide insights, and identify opportunities for growth. Educate clients on product features, best practices, and new releases to drive adoption and value realization. Collaborate with the sales team to identify upsell and cross-sell opportunities. Work with product and engineering teams to relay customer feedback and advocate for feature enhancements. Troubleshoot and resolve client issues, escalating complex problems to appropriate internal teams when necessary. Develop and deliver training materials and resources for clients. Contribute to the development of customer success best practices and playbooks. Track key customer success metrics and report on client health and portfolio performance. Onboard new clients effectively, ensuring a smooth transition and quick time-to-value. Build strong, lasting relationships with key stakeholders within client organizations. Qualifications: Bachelor's degree in Business, Communications, or a related field. Minimum of 5-7 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in a SaaS environment. Proven ability to manage complex client relationships and drive customer retention and satisfaction. Excellent communication, interpersonal, and presentation skills. Strong problem-solving and analytical abilities. Experience in developing and executing client success strategies. Ability to understand and articulate technical concepts. Proficiency with CRM software (e.g., Salesforce) and Customer Success platforms. Experience working in a hybrid work environment, balancing remote and in-office collaboration. A proactive, empathetic, and customer-centric approach. Experience in the specific industry of our client is a plus. This role offers a competitive salary and benefits package, along with the opportunity to grow your career within a supportive and innovative company. The hybrid nature of this role allows for collaboration within the Dehradun office while offering flexibility.

Requirements

• Customer Success
• Client Management
• Problem-solving
• Analytical Skills
• CRM Software

Qualifications

• Bachelor's degree in Business
• 5-7 years of experience in Customer Success

Preferred Technologies

• Customer Success
• Client Management
• Problem-solving
• Analytical Skills
• CRM Software

About the company

WhatJobs Direct is a rapidly growing SaaS company focused on customer success and client relationship management.