Customer Success Manager
Job Description
About the Role
We are looking for a Customer Success Manager who brings 2+ years of experience in customer success and has a background in contact centers, APIs, and basic technical solutioning. This role requires strong customer engagement skills, the ability to drive adoption and retention, and the capability to support technical discussions while coordinating with internal teams.
Key Responsibilities
- Customer Engagement & Retention
- Drive adoption, retention, and NRR by working closely with customers.
- Ensure smooth onboarding, usage optimization, and scaling up of solutions.
- Conduct MBRs/QBRs and present insights to customers to maximize their ROI.
- Technical & Solutioning Support
- Act as a trusted advisor to customers, helping them navigate contact center solutions.
- Possess a foundational understanding of APIs, integrations, and workflows related to customer communications.
- Provide technical support in collaboration with sales, support and product teams for customer escalations.
- Account Coordination & Growth
- Work with sales to map accounts, create account plans, and support pipeline growth.
- Help customers identify new use cases and coordinate deep-dive discussions for solution expansion.
- While not a core responsibility we would want you to collaborate on pricing proposals, negotiations, and contract renewals as and when needed.
- Operational & Delivery Alignment
- Support customer coordination, implementation of SOWs, and go-live processes.
- Assist in tracking usage data, billing issues, and custom invoicing.
- Work closely with internal teams to ensure customers get the best experience.
What We’re Looking For
- 2+ years of Customer Success experience in SaaS, cloud communications, or related fields.
- Exposure to contact centers, customer communication solutions, and API-driven products.
- Ability to collaborate cross-functionally with sales, product, and technical teams.
- Strong problem-solving, relationship-building, and presentation skills.
- Comfort in handling escalations, coordinating with technical teams, and supporting account growth initiatives.
Preferred Skills
- Experience in SaaS / B2B Customer Success roles.
- Understanding of billing, invoicing, and usage tracking in a tech environment.
- Familiarity with Salesforce or CRM tools for customer tracking.
- Ability to translate technical concepts into simple terms for customer discussions.