Experience: 3 to 6 years
Location: Bangalore
About Klevu
Klevu is a discovery experience suite that revolutionises online shopping. It provides a range of SaaS based solutions, that are deep rooted in AI-ML technology and delivered via cloud for online retailers. Klevu is a global Finnish company that prides in diversity, great team, excellent partner network and global customer footprint. Learn more from www.klevu.com
Position Overview
We are seeking an enthusiastic and results-driven Customer Success Manager to join our growing team. The ideal candidate will play a crucial role in ensuring the success and satisfaction of our clients by understanding their needs, providing expert guidance, and fostering long-term partnerships.
Responsibilities:
Develop and maintain strong relationships with clients, serving as the primary point of contact for all post-sales activities
Understand clients business objectives and ensure our products and services align with their goals
Provide training and onboarding to clients, ensuring they maximize the value of our solutions
Monitor customer health, proactively identify opportunities for upselling additional services, integrations, and features that enhance client success
Collaborate with the sales and technical teams to address customer needs and concerns effectively
Analyze customer usage data to identify trends, issues, and areas for improvement
Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership
Identify and address potential churn risks by working proactively with at-risk accounts
Identify opportunities for expanding partnerships with customers
Analyze lost accounts, pinpoint reasons for churn, and develop strategies to win back customers
Resolve customer issues promptly and ensure a high level of customer satisfaction
Stay up-to-date with industry trends and best practices to continuously improve our customer success strategies
Track key account metrics and forecast retention
Must Have:
3+ years of proven success in a SaaS/product company's Customer Success or Account Management role.
2+ Year of prior CSM experience
Strong communication, relationship management, presentation and analytical skills.
Understanding of Google analytics or any other web analytics tool
Business and technical acumen with a proactive problem-solving approach
Expertise in account portfolio planning, prioritization, and management
Experience driving client adoption of technology or software products
Excellent communicator with a focus on client advocacy
Nice to have:
Knowledge of e-commerce and online retail trends is a plus
Fluent in English; proficiency in other languages is advantageous
What we offer:
Being part of one of the most exciting search technology companies from Nordics with global footprints
Work with a team in 3 continents (North America, Europe, Asia)
Excellent work culture, hands-on, result oriented
Good salary and flexible hours
