Manager Customer Success - B2B SAAS

Manager - Customer Success

Location - Mumbai

Must Have

Experience - 4 to 7 years
 Exp with Client relationship
 Exp with Customer engagement (B2B)
 Must have graduated from a Tech background

Responsibilities
 Establish clear client retention goals
 Process milestones for the clients and employees to work toward
 Assist customers with setting up and navigating programs or software
 Promote the value of the product
 Upsell services and products with the brand image
 Promote value through customer experience
 Assist in creating training courses
 Review customer complaints and concerns and seek to improve the customer experience

Overview

The Manager of Customer Success at our IT company plays a crucial role in ensuring customer satisfaction and retention. This individual will lead a team of Customer Success Managers, overseeing the success, support, and satisfaction of our valued clients. By collaborating with cross-functional teams, the Manager of Customer Success will drive customer engagement, adoption, and value realization of our products and services.

Key Responsibilities
 Lead a team of Customer Success Managers in driving customer satisfaction and retention
 Develop and implement customer success strategies to ensure successful product adoption and value realization
 Build strong, long-term relationships with key customers through regular communication and engagement
 Collaborate with Sales and Marketing teams to identify opportunities for upselling and cross-selling
 Monitor customer health and proactively address any issues to prevent churn
 Identify and implement process improvements to enhance the customer experience
 Track and report on key customer success metrics and KPIs
 Provide executive-level communication and updates on customer accounts
 Act as a customer advocate and provide feedback to internal teams to drive product enhancements
 Lead customer onboarding and training initiatives to ensure successful implementation
 Resolve escalated customer issues and maintain high levels of customer satisfaction
 Conduct regular team meetings and performance evaluations to ensure team alignment and success
 Stay updated on industry trends and best practices to continuously improve customer success strategies

Required Qualifications
 Bachelor's degree in Business, Computer Science, or related field
 Proven experience in customer success management within the IT industry
 Demonstrated ability to lead and develop high-performing teams
 Strong understanding of technical concepts and ability to explain complex information in a clear manner
 Excellent communication and interpersonal skills
 Proven track record of meeting and exceeding customer retention and satisfaction goals
 Strategic mindset with the ability to analyze data and make informed decisions
 Proficiency in customer success tools and CRM systems
 Ability to prioritize and manage multiple tasks with a sense of urgency
 Strong problem-solving and critical thinking skills
 Excellent presentation and negotiation abilities
 Understanding of SaaS and subscription-based business models
 Certification in Customer Success or related field is a plus
 Availability for occasional travel to customer sites
 Experience working in a fast-paced, high-growth tech environment is preferred

Skills: strategic mindset,marketing,customer engagement,customer success tools,leadership,customer experience,data analysis,crm systems,software architecture,customer engagement (b2b),customer success management,saas,industry trends,tech background,customer,subscription-based business models,it,client relationship,saas knowledge,interpersonal skills,customer satisfaction,communication skills,training initiatives,customer retention,software consulting,negotiation,problem-solving,communication,team management,sales,customer advocacy,presentation,