Manager-Customer Success Manager
Location: Hyderabad, Gurugram
• Experience: Mid Level
• Openings: 15
Job description
Roles and
responsibilities
Develop
and maintain strong, lasting relationships with a portfolio of assigned
customers.
Understand customer objectives and
proactively identify opportunities to drive product/service adoption and value.
Conduct regular check-ins and business
reviews with customers to assess satisfaction, identify challenges, and present
solutions.
Serve as the primary point of contact
for customer inquiries, issues, and escalations, working cross-functionally to
resolve them efficiently.
Onboard new customers and ensure a
smooth transition from sales to customer success.
Monitor customer health and usage data
to identify at-risk accounts and implement proactive retention strategies.
Educate customers on new features,
product updates, and best practices.
Gather customer feedback and advocate
for their needs internally to influence product development and service
improvements.
Identify opportunities for upselling and
cross-selling our products/services to existing customers.
Contribute to the development and
improvement of customer success processes and resources.
Track and report on key customer success
metrics, including churn rate, retention rate, and customer satisfaction.
Must Have
Should have experience in Digital
Marketing background
looking for
Programmatic Ads hands on experience, campaign management, DV360/CSM 360 tool
Proven experience in customer success,
account management, or a client-facing role, preferably in a B2B SaaS or
technology environment.