Senior Customer Success Manager

About the job

Our client, a rapidly growing Software-as-a-Service (SaaS) company renowned for its innovative platform, is seeking a highly motivated and experienced Senior Customer Success Manager to join their client-centric team. This key role, based in the vibrant city of Kanpur, Uttar Pradesh, IN, will be instrumental in fostering long-term relationships with our enterprise clients, ensuring they maximize value from our solutions and achieve their business objectives. You will act as a trusted advisor, driving adoption, retention, and expansion of our SaaS product. Responsibilities include: • Developing and executing strategic customer success plans for a portfolio of high-value enterprise clients. • Proactively engaging with clients to understand their business goals, challenges, and key performance indicators (KPIs). • Driving product adoption and ensuring clients are effectively utilizing the full capabilities of our SaaS platform. • Conducting regular business reviews (QBRs) to demonstrate value, share insights, and align on future strategies. • Identifying opportunities for client growth and expansion, collaborating with sales and account management teams. • Serving as the primary point of contact for clients, addressing inquiries, resolving issues, and escalating complex problems to appropriate internal teams. • Onboarding new enterprise clients, ensuring a smooth and successful transition onto the platform. • Monitoring client health scores and proactively intervening to mitigate churn risk. • Gathering client feedback and advocating for client needs internally to influence product roadmap and service improvements. • Developing and delivering training materials and best practice guides to empower clients. • Contributing to the development and refinement of customer success playbooks and processes. • Building strong, trusted relationships with key stakeholders within client organizations, from end-users to executive leadership. • Tracking and reporting on key customer success metrics, including retention rates, upsell/cross-sell opportunities, and customer satisfaction (NPS). • Staying current with industry trends and best practices in SaaS customer success management.

Requirements

• Customer Success
• Account Management
• SaaS
• Client Engagement
• Analytics

Qualifications

• Bachelor's degree in Business Administration, Marketing, Computer Science or related field

Preferred Technologies

• Customer Success
• Account Management
• SaaS
• Client Engagement
• Analytics

About the company

Our client, a rapidly growing Software-as-a-Service (SaaS) company renowned for its innovative platform.