Job Title: Customer Success Manager (CSM)
Experience: 5–9Years (can be adjusted)
Location: Hyderabad
Department: Customer Success / Client Relations
Job Summary:
We are looking for a proactive Customer Success Manager to build strong client relationships, ensure customer satisfaction, and drive product adoption. The role focuses on retaining customers, improving their experience, and maximizing lifetime value.
Key Responsibilities:
- Act as the primary point of contact for assigned customers
- Onboard new clients and ensure smooth product/service adoption
- Build and maintain long-term relationships with customers
- Understand customer needs and provide suitable solutions
- Monitor customer health and proactively address issues
- Drive product usage and identify upsell/cross-sell opportunities
- Coordinate with support, sales, and product teams for issue resolution
- Conduct regular check-ins, reviews, and feedback sessions
- Maintain customer records, reports, and CRM updates
Key Skills Required:
- Excellent communication and relationship management skills
- Strong problem-solving and conflict resolution abilities
- Customer-focused mindset with a proactive approach
- Knowledge of CRM tools (Salesforce, HubSpot, etc.)
- Analytical skills to track customer performance and engagement
- Ability to manage multiple clients simultaneously
Qualifications:
- Bachelor’s degree in business administration, Marketing, or related field
- MBA (preferred but not mandatory)
Preferred Experience:
- Experience in SaaS, healthcare, or service-based industries
- Exposure to onboarding, retention, and customer lifecycle management
- Experience handling enterprise or B2B clients
Key Performance Indicators (KPIs):
- Customer retention rate
- Customer satisfaction (CSAT) / Net Promoter Score (NPS)
- Product adoption and usage metrics
- Churn rate reduction
- Upsell and cross-sell revenue
- Response and resolution time