The Customer Success Manager is responsible for leading the team, enhancing customer experience, managing daily activities, and strategizing for improved client interactions and business outcomes.
This is a remote position.
The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be reporting to the Senior Manager - Customer Support and mainly work with them to improve the c-sat score and NPS of the existing clients.
Key Responsibility Area
- Lead the Customer Success Happiness function by training, engaging and developing your team
- Manage the daily activities of Team Leads and below.
- Working on new strategies to improve the overall customer experience, and NPS score.
- Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc
- Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
- Interacting with the Sales team to work on inter-departmental challenges
Key Performance Indicators
- To increase the count of references to 100% per CSM within 6 months
- To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
- To increase the MRR of the non enterprise clients to 20%
- To increase the product usage
Requirements
- Postgraduate in MBA.
- A customer-focused mindset, putting the customer experience first in every action you take
- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
- Has been in the leadership role of the similar profile from past 7-10 years
- Experience working in a B2B SaaS based Organisation
- Technically proficient
- Excellent listening skills
- Ability to effectively communicate at all levels of the organization.
- Excellent problem-solving skills
- Extremely process-oriented
- Experience leading, coaching, and empowering your team to do their best work
Similar Jobs
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
The consultant manages endpoint services, handles application lifecycle, patch compliance, and employs automation and AI for operational improvements.
Top Skills:
Microsoft Endpoint Configuration Manager (Mecm/Sccm)Microsoft IntuneOmnissa Workspace One UemPowershell
Artificial Intelligence • Fintech • Information Technology • Logistics • Payments • Business Intelligence • Generative AI
As a Product Management Director, you will lead the strategy for Coupa's Contract Management solution, solving customer problems, aligning with engineering, and driving market adoption.
Top Skills:
AIData AnalyticsSaaS
Artificial Intelligence • Fintech • Information Technology • Logistics • Payments • Business Intelligence • Generative AI
The Lead Site Reliability Engineer will build, deploy, and manage microservices in Kubernetes, optimize cloud applications, and integrate emerging technologies in AI and GenAI, ensuring high reliability and scalability.
Top Skills:
Amazon EksAWSAzureBashChefGCPGithub ActionsHelmKubernetesMySQLNew RelicPagerdutyPythonRundeckTerraform
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
