Job Description

Senior Customer Success Management is a role that is defined in various ways in the industry, but at its core, it is all about making the customers successful and making them realize the value of the services we offer. A good Senior Customer Success Manager must have a thirst for knowledge, the ability to learn quickly, easily grasp new software applications, and act as a conduit between the customer and our company.

As a Senior Customer Success Manager, you shall manage a portfolio of customers, develop relationships with multiple stakeholders, drive product adoption, work on their value realization, and also help their expansion over time.

Qualifications:

• 5-10 years of experience in B2B SaaS Customer Success, focused on US & EMEA customers.
• Should have experience in engaging with C-level and Senior Executives.
• Graduation in Science, Engineering, and Commerce fields from an accredited college or university. A postgraduate degree would be beneficial.

Key Responsibilities:

• Build value-based relationships with the customer stakeholders, and build them into champions and advocates.
• Own the customer journey, and ensure product adoption, renewal, and identification of expansion opportunities.
• Facilitate user onboarding and ensure optimum usage of the product by the users.
• Identify product usage gaps and consult with the customer on actionable solutions.
• Monitor customer health metrics and proactively address any issues or concerns.
• Conduct regular executive business reviews to keep track of evolving customer objectives and showcase value.
• Contribute to the refinement of the product roadmap.
• Collaborate closely with Account Managers and Account Executives to identify and close opportunities for upselling, cross-selling, and development of customers’ success plans based on their desired outcomes.
• Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc.
• Optimize existing processes within the organization and actively enhance all customer success initiatives.

Must-Have Skills:

• Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders.
• Exemplary written and verbal communication skills to work with global customers.
• Experience working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar ones.
• Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data.
• Proven track record of driving customer success and retention
• Ability to work across varied customer segments.
• Good understanding of SaaS and business processes

Good-to-Have Skills:

• Ability to translate customer needs into technical requirements for internal stakeholders.
• Has worked with global customers, and across different segments in the past

Other essential qualities for this role:

• Customer-first mindset is a must.
• Bias for action and a sense of urgency to get things done for customers.
• Able to multitask efficiently under time pressure.
• Sense of accountability