Customer success manager

Job Description: Customer Success Manager

Key Responsibilities:

Develop and execute a customer success strategy that aligns with the

company's goals and objectives.

Develop and maintain strong relationships with key customers to ensure

high levels of satisfaction and retention.

Act as the primary point of contact for customer inquiries and issues,

ensuring timely and effective resolution.

Conduct regular check-ins and reviews with customers to understand their

needs and challenges.

Advocate for customers internally, ensuring their needs and concerns are

addressed by the relevant departments.

Collaborate with sales and product teams to ensure customer feedback is

integrated into product development.

Oversee the onboarding process for new customers, ensuring they

understand and can effectively use the product.

Implement and manage support processes, including ticketing systems, to

ensure efficiency and consistency.

Monitor and analyze support metrics to identify trends and areas for

improvement.

Identify opportunities for upselling and cross-selling additional products or

services.

Continuously evaluate and improve customer success and support

processes.

Implement best practices and leverage technology to enhance the

customer experience.

Train, and mentor a high-performing customer success and support team.

Foster a positive and collaborative team environment.

Set performance goals and conduct regular evaluations to ensure team

members are meeting expectations.

Qualifications:

5+ years of experience in customer success, support, or a related role, preferably

in a product-based company.

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Analytical mindset with the ability to use data to drive decisions.

Proficiency in customer support software and CRM tools.

Proficiency in English, Hindi and Tamil.

Key Competencies:

Customer-focused mindset with a passion for delivering exceptional service.

Strong problem-solving skills and the ability to handle difficult situations with

patience and professionalism.

Ability to thrive in a fast-paced, dynamic environment.

Strategic thinker with the ability to develop and execute customer success plans.

High level of empathy and emotional intelligence.