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    • Customer Success Manager - bangalore - Zluri

    Zluri
    Zluri bangalore

    2 weeks ago

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    Description

    Customer Success Manager Role Overview

    • This is a mid-level position in the Customer Success Department, based in Whitefield, Bangalore.
    • The role reports to the CS Head and involves managing a portfolio of Enterprise customers.

    About Our Company

    Zluri is a next-gen Identity Governance and Administration (IGA) platform that enables IT and security teams to discover identities and applications, streamline access management, and automate access reviews—all from a single, intuitive interface. We serve a diverse, global customer base that includes industry leaders like Monday.com, Traveloka, Whoop, Kaizen Gaming, and Whatfix.

    Role Summary:

    As a Customer Success Manager at Zluri, you will create exceptional experiences and sustained value for our customers by acting as their trusted advisor and advocate from post-sale through renewal. You will guide them through the journey of meeting and exceeding their ROI goals, working closely with Sales, Marketing, and Product teams to drive customer success.

    Key Responsibilities:

    1. Implement new customers efficiently, accurately understanding their goals and translating them into an effective implementation plan that delivers initial value within a set timeframe.
    2. Proactively manage the success of a portfolio of Enterprise customers throughout the entire lifecycle, ensuring renewals and expansions are seamless.
    3. Drive the kick-off call, establishing roles and responsibilities, and set clear expectations for implementation and finalise the scope/requirements with the customer.
    4. Establish regular status meetings with the customer POC, prepare weekly status reports on the health of the onboarding process, and address any escalations promptly.
    5. Train users effectively so they feel comfortable with the platform and can derive maximum value.
    6. Advise customers on best practices for SaaS Management and how to achieve desired outcomes using our platform.
    7. Resolve customer issues independently and through collaboration with other teams.
    8. Maintain high levels of engagement and communication, conducting routine account performance planning and business reviews to build strong customer relationships.
    9. Drive customer advocacy through references, referrals, and case studies.
    10. Effectively communicate feature/roadmap news to customers and provide valuable feedback to the Zluri Product team.
    11. Codify Customer Success processes by documenting workflows, playbooks, and outreach cadences.
    12. Help hire the right resources as a founding team member and build a world-class customer success team.

    Qualification and Experience

    • Education: Bachelor's degree in Computer Science, Engineering, or a related field.
    • Experience: 3-5 years of experience in Account Management or SaaS Customer Success roles; experience working at a start-up with Enterprise software is advantageous.

    Key Skills:

    • Soft Skills: Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when dealing with customer issues and escalations.
    • Energetic and self-motivated; a team player who is also proactive and creative in problem-solving.
    • Quick tech learner, with experience training, teaching, and guiding customers through technical processes.
    • Technical Skills: Experience in IT, Procurement, or SaaS space, working with cross-functional teams on software deployments or ongoing management activities around cloud-based software is beneficial.
    • Ability to analyse existing processes and make recommendations around systems and more efficient processes.

    Empowering Diversity, Championing Inclusivity

    Zluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, colour, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.

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