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    • Customer Success Manager - bangalore - Borneo

    Borneo
    Borneo bangalore

    1 month ago

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    Description

    Job Description

    Role Overview: As a trusted advisor and advocate, the Customer Success Manager will ensure our customers achieve their desired outcomes and derive maximum value from our products or services.

    Key Responsibilities:

    • Customer Onboarding and Training: Guide new customers through the onboarding process to ensure a seamless transition, and provide product training and support to empower customers to use our solutions effectively.
    • Relationship Management: Serve as the primary point of contact for assigned accounts, building long-term relationships based on trust and transparency, and proactively engage with customers to understand their business goals, challenges, and success metrics.
    • Success Planning and Execution: Develop and execute customized success plans to align our offerings with customer needs, monitor customer health metrics, and take proactive steps to address potential issues or risks.
    • Advocacy and Collaboration: Act as the voice of the customer within the organization, providing insights to product, sales, and support teams, and collaborate with internal teams to resolve customer challenges and drive continuous improvement.
    • Retention and Growth: Drive customer retention by demonstrating the value of our solutions and ensuring a positive experience, and identify opportunities for upselling, cross-selling, and expansion within existing accounts.
    • Reporting and Insights: Provide regular updates to customers on their progress and ROI, and track customer success metrics, such as Net Promoter Score (NPS), churn rate, and expansion revenue, to measure effectiveness.

    Qualifications and Skills:

    • Education: Bachelor's degree in Business Administration, Marketing, Communication, or a related field.
    • Experience: 5–10 years of experience in customer success, account management, or a related customer-facing role.
    • Skills: Strong interpersonal and communication skills, with the ability to engage and influence stakeholders at all levels, exceptional problem-solving and critical-thinking abilities, proficiency in Customer Relationship Management (CRM) software, analytical mindset, and ability to prioritize and manage multiple accounts simultaneously.
    • Knowledge: Familiarity with SaaS products or technology solutions is highly desirable, and understanding of customer success methodologies and best practices.
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