Senior Customer Success Manager

About the job

Our client, a rapidly expanding SaaS company, is looking for a proactive and results-oriented Senior Customer Success Manager to join their team in Jaipur. This role is instrumental in ensuring our clients maximize the value of our platform, fostering strong relationships, and driving retention and growth. The ideal candidate will have a passion for customer advocacy, exceptional communication skills, and a proven ability to manage a portfolio of key accounts. Responsibilities: Build and maintain strong, long-lasting relationships with a portfolio of enterprise clients. Act as the primary point of contact for assigned accounts, understanding their business objectives and how our solution can help achieve them. Onboard new clients, ensuring a smooth and successful implementation of our services. Proactively monitor customer health and engagement, identifying potential risks and developing mitigation strategies. Drive adoption and utilization of our platform features by providing ongoing training, best practices, and valuable insights. Identify opportunities for upsells and cross-sells based on client needs and business goals. Conduct regular business reviews with clients to demonstrate value, gather feedback, and align on future strategies. Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience. Serve as the voice of the customer internally, providing feedback to product development and marketing teams. Manage contract renewals and contribute to minimizing churn. Develop and share success stories and case studies with clients and internal teams. Mentor and guide junior Customer Success Managers, contributing to team development. Analyze customer data to identify trends and inform strategic account management. Resolve customer issues effectively and efficiently, escalating when necessary. Stay informed about industry best practices in customer success and relationship management. Qualifications: Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Minimum of 5-7 years of experience in Customer Success, Account Management, or a related client-facing role, preferably in SaaS. Proven track record of managing enterprise-level accounts and driving customer retention and expansion. Excellent communication, presentation, and interpersonal skills. Strong understanding of SaaS business models and customer lifecycle management. Ability to build rapport and trust with stakeholders at all levels. Proficiency in CRM software (e.g., Salesforce) and customer success platforms. Strong analytical and problem-solving skills. Proactive, self-motivated, and results-oriented mindset. Experience in training and enablement is a plus. Ability to manage multiple priorities in a fast-paced environment. This hybrid role offers the opportunity to work collaboratively in the office and remotely, located in Jaipur, Rajasthan, IN. Our client offers a competitive salary, attractive benefits, and excellent career growth prospects.

Requirements

• Exceptional communication skills
• Strong understanding of SaaS business models
• Analytical and problem-solving skills

Qualifications

• Bachelor's degree in Business Administration or related field
• 5-7 years in Customer Success or Account Management

Preferred Technologies

• Exceptional communication skills
• Strong understanding of SaaS business models
• Analytical and problem-solving skills

Benefits

• Competitive salary
• Attractive benefits
• Excellent career growth prospects