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 crucial for fostering strong, long-term relationships with our clients, ensuring they maximize the value of our products and services. You will be responsible for managing a portfolio of key accounts, understanding their business objectives, and guiding them towards successful outcomes. Key responsibilities include onboarding new clients, developing success plans, conducting regular check-ins, and proactively identifying opportunities for upselling and cross-selling. You will act as the primary point of contact, addressing client concerns, resolving issues, and advocating for their needs internally. The ideal candidate will possess excellent communication, negotiation, and problem-solving skills, with a proven ability to build rapport and trust with clients. A deep understanding of customer success principles, client relationship management, and experience with CRM software (e.g., Salesforce) are essential. A minimum of 4-6 years of experience in customer success, account management, or a client-facing role, preferably within the SaaS or technology industry, is required. A Bachelor's degree in Business, Marketing, or a related field is preferred. We are looking for an empathetic, strategic, and results-oriented individual who is passionate about client satisfaction and retention. Join us to make a significant impact on our client relationships and contribute to our company's growth. Responsibilities: Manage a portfolio of high-value client accounts to ensure satisfaction and retention. Develop and execute client success plans aligned with their business objectives. Onboard new clients and ensure a smooth transition to our services. Conduct regular business reviews and performance analyses with clients. Proactively identify and address client challenges and concerns. Identify opportunities for account growth through upsells and cross-sells. Serve as the main point of contact for assigned accounts. Advocate for client needs and feedback internally. Track and report on key customer success metrics.