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Customer Success Manager

Work Experience : 10 - 12 years

Job Description

Roles and responsibilities:

  • 5+ years CSM or account management experience working in SaaS
  • Drive the customer success team end to end for a product line to achieve the defined objectives and KPIs
  • Manage and grow the existing customer portfolio by taking care of the renewals & revenue generation
  • Identifying churn signals and taking proactive steps to arrest churn by improving adoption
  • Opportunity identification for account expansion and revenue growth
  • Presenting and upselling to C-suite level decision-makers
  • Forecasting and pipeline management for generating expansion revenue
  • Passion and drive to work in an environment where you will help shape a new function and the ways we add value to our customers
  • Analytical and data-driven with ability to deal with multiple stakeholders.
  • Closely monitor processes and performance trends, undertake scalable initiatives for continuous improvement, take corrective action as necessary.

Skillset:

  • Problem-solving
  • Aptitude to acquire deeper product knowledge
  • Excellent communication skills
  • Data Model and Entity Relationship
  • Database basics 
  • Handling escalations
  • Strong interdepartmental communication

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