Customer Success Manager
Job Description
About Linarc:
Linarc is a collaborative project management platform tailored for construction teams. Focused on quality, cost, and schedule management, Linarc streamlines the workflows of multiple stakeholders across various phases of construction projects. Headquartered in Chennai, India, Linarc offers a dynamic and innovative environment for employees to excel.
Job Description:
We are looking for an experienced and proactive Customer Success Manager to join our organization. The ideal candidate will be responsible for building strong client relationships, ensuring customer satisfaction, driving product adoption, and contributing to the overall growth and success of the company.
Customer Success Engineers are vital in ensuring customer satisfaction and trust. This role requires a blend of interpersonal skills, customer service expertise, and in-depth technical knowledge. You’ll be the bridge between our customers and our products, providing support, troubleshooting issues, and even educating team members on product updates and fixes.
Key Responsibilities:
- Serve as the primary point of contact for assigned customers, guiding them throughout their lifecycle with our product.
- Understand customer business needs and help them achieve their objectives using our product.
- Onboard new customers, ensuring a smooth and successful implementation process.
- Drive product adoption and engagement by providing training, best practices, and regular updates.
- Build strong relationships with key stakeholders to ensure long-term success and satisfaction.
- Act as the voice of the customer, providing insights to the product and development teams for improvements.
- Manage escalations and ensure timely resolution of customer issues.
- Monitor customer health metrics and create strategies to improve retention and reduce churn.
- Identify upsell and cross-sell opportunities and work with the sales team to achieve revenue growth.
- Prepare and deliver regular performance and usage reports for clients.
Requirements:
- 5+ years of experience in customer success, account management, or a related role, preferably in a product or SaaS company.
- Proven track record of managing and growing customer relationships.
- Strong understanding of customer success metrics and strategies.
- Excellent communication, presentation, and interpersonal skills.
- Ability to understand and communicate technical concepts to non-technical stakeholders.
- Problem-solving mindset and ability to handle customer escalations effectively.
- Experience with CRM and customer success platforms (like Salesforce, HubSpot, or Gainsight).
- Strong analytical and project management skills.
- Bachelor’s degree in Business, Marketing, or a related field (preferred).
What We Offer:
- Competitive salary and benefits
- Collaborative and growth-driven work environment
- Opportunity to work with a passionate and innovative team