Senior Customer Success Manager

About the job

Our client is seeking a proactive and experienced Senior Customer Success Manager to join their dynamic team in Kolkata, West Bengal, IN . This hybrid role is designed for individuals passionate about building strong relationships with clients and ensuring they achieve maximum value from our client's products and services. The Senior Customer Success Manager will be responsible for managing a portfolio of key accounts, understanding client needs, and driving adoption, retention, and expansion. You will act as the primary point of contact for your clients, providing expert guidance, proactive support, and strategic advice. Key responsibilities include onboarding new clients, developing success plans, conducting regular business reviews, and identifying opportunities for upsell and cross-sell. You will also serve as the voice of the customer internally, relaying feedback to product, sales, and marketing teams to drive continuous improvement. The ideal candidate will have a deep understanding of customer success principles, excellent communication and negotiation skills, and a proven ability to manage complex client relationships. Experience in the relevant industry and with CRM software is highly desirable. This role demands a strategic thinker who can anticipate client needs and proactively address challenges to ensure long-term client satisfaction and loyalty. Key Responsibilities: - Manage and nurture a portfolio of high-value client accounts, ensuring high levels of satisfaction and retention. - Develop and execute tailored customer success plans to help clients achieve their business objectives. - Proactively monitor client health, identify risks, and implement strategies to mitigate churn. - Conduct regular client check-ins, business reviews, and strategy sessions. - Identify and pursue opportunities for account expansion (upsell/cross-sell). - Serve as a trusted advisor and advocate for clients within the organization. - Gather and synthesize client feedback to inform product development and service improvements. - Collaborate with sales, support, and product teams to ensure a seamless client experience. - Train clients on product features and best practices to maximize value realization. - Analyze customer data to identify trends and opportunities for proactive engagement. This is an exciting opportunity to contribute to client growth and drive significant business impact within our client's organization.