Senior Customer Success Manager

About the job

Our client is seeking an experienced and proactive Senior Customer Success Manager to foster strong relationships with key clients and drive product adoption and satisfaction. This hybrid role, based in **Lucknow, Uttar Pradesh, IN**, requires a balance of in-office collaboration and remote client engagement. You will be responsible for ensuring clients achieve their desired outcomes while using our client's solutions. This involves understanding client needs, providing strategic guidance, troubleshooting issues, and acting as a trusted advisor. **Responsibilities:** - Manage a portfolio of enterprise clients, building and maintaining strong, long-lasting relationships. - Proactively engage with clients to understand their business objectives and challenges. - Develop and execute success plans tailored to each client's goals and key performance indicators (KPIs). - Conduct regular business reviews (QBRs) to assess client progress, identify opportunities for growth, and ensure value realization. - Serve as the primary point of contact for client escalations, coordinating with internal teams to ensure timely resolution. - Educate clients on new features, best practices, and emerging product capabilities. - Monitor client health and identify at-risk accounts, implementing proactive retention strategies. - Collaborate with Sales and Product teams to provide client feedback and influence product roadmap. - Identify opportunities for upselling and cross-selling based on client needs and usage. - Develop and maintain a deep understanding of our client's products and services. - Contribute to the development of customer success best practices and resources. - Train and mentor junior customer success representatives. **Qualifications:** - Bachelor's degree in Business Administration, Marketing, or a related field. - Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably in a SaaS environment. - Proven ability to manage complex enterprise accounts and build trusted advisor relationships. - Excellent communication, presentation, and interpersonal skills. - Strong understanding of client needs analysis and solution selling. - Experience with CRM software (e.g., Salesforce) and customer success platforms. - Ability to analyze data and translate insights into actionable strategies. - Proactive, results-oriented, and customer-centric mindset. - Experience working in a hybrid model, balancing remote and in-office responsibilities. - Familiarity with the Lucknow market or surrounding areas is beneficial. This role offers a significant opportunity to impact client satisfaction and business growth in a dynamic environment. Join our client to help businesses thrive by maximizing the value they derive from our innovative solutions, working from our office in **Lucknow, Uttar Pradesh, IN**, and remotely.

Qualifications

• Bachelor's degree in Business Administration
• Minimum of 5 years of experience in Customer Success
• Experience in SaaS environment