Customer Success Manager

About the Company

Our company has proudly served over 30,000 clients in the last ten years and currently has a team of 60 professionals with offices located in Chennai, Bangalore, and Hyderabad.

Key Responsibilities

• Establish and nurture strong, enduring relationships with clients, ensuring their requirements are continuously met while delivering an outstanding post-sales experience aimed at enhancing retention and driving growth.
• Act as a liaison between clients and internal teams to maintain consistent satisfaction and superior service quality.
• Oversee the discipline of field teams, manage Annual Maintenance Contract (AMC) service delivery, and support customer retention efforts across regional operations, while adhering strictly to compliance, service level agreements (SLAs), and regional profitability goals.
• Continuously track customer health indicators, and proactively respond to potential risks and opportunities.
• Identify and pursue upselling and cross-selling opportunities and coordinate with teams to successfully close these deals.
• Ensure customer satisfaction and retention by collaborating with internal groups such as operations and support to promptly resolve service-related issues.
• Serve as the primary contact for addressing customer concerns and orchestrate internal resources to guarantee a smooth customer experience.
• Monitor and analyze key account indicators including client usage, engagement, and satisfaction; report on KPIs and service quality metrics; and update standard operating procedures (SOPs) based on root cause analysis (RCA).
• Ensure SLAs are consistently met or surpassed and monitor the adequacy of service operations and training requirements.