Customer Success Manager

Job Description

Roles & Responsibilities of Customer Success Manager

A Customer Success Manager (CSM) focuses on ensuring that customers achieve their desired outcomes while using a company’s products or services. They work to build long-term relationships, drive product adoption, and reduce churn by providing proactive support and guidance.

Key Responsibilities:

• Build and maintain strong relationships with clients, ensuring high customer satisfaction and loyalty.
• Onboard new customers, guiding them through the product setup, training, and integration process.
• Understand the client’s goals, challenges, and business objectives to provide tailored solutions and advice.
• Regularly check in with customers to ensure they are realizing the full value of the product and services.
• Proactively identify and resolve issues or concerns to prevent churn and promote retention.
• Work closely with the sales, marketing, and product teams to advocate for customer needs and feedback.
• Monitor customer health metrics and take appropriate action to improve customer outcomes.
• Develop and deliver customer reports, case studies, and feedback to help improve the overall customer experience.
• Organize and facilitate customer reviews and meetings to assess satisfaction and drive continuous improvement.
• Assist in the creation of customer success strategies, processes, and documentation.

Requirements:

• Proven experience in a Customer Success, Account Management, or similar role.
• Excellent communication skills in English and Hindi, both written and verbal.
• Strong problem-solving abilities and ability to resolve complex customer issues.
• Experience using CRM software and customer success tools (e.g., Salesforce, HubSpot, Gainsight, etc.).
• Ability to manage multiple clients and projects simultaneously.
• Proactive, self-motivated, and customer-centric approach.
• Strong interpersonal and relationship-building skills.
• Ability to work independently and as part of a collaborative team.
• Experience in SaaS, technology, or related industries is a plus.

Chennai ,Tamil Nadu