Customer Success Manager (CSM)

Job description

Key Responsibilities: 

 Client Onboarding & Training: Guide new clients through the onboarding process, providing
training and support to ensure a smooth transition and effective adoption of our solutions.

  Customer Engagement: Develop and maintain strong relationships with key stakeholders,
understanding their goals, challenges, and needs to provide tailored solutions and proactive
support.

  Success Planning: Create and execute success plans to help clients achieve their objectives,
leveraging our products and services to drive their business outcomes. 

 Issue Resolution: Act as the primary point of contact for client issues, collaborating with internal
teams (e.g., technical support, product management) to resolve problems and ensure customer
satisfaction. 

 Renewals & Upsells: Drive customer retention and expansion by identifying opportunities for
upsells, cross-sells, and renewals. Work closely with the sales team to support revenue growth. 

 Feedback & Advocacy: Gather and communicate customer feedback to the product and
development teams to influence product improvements and enhance the customer experience. 

 Reporting & Analytics: Monitor and report on customer health metrics, usage patterns, and
other key performance indicators. Provide regular updates to clients and internal stakeholders 

Qualifications:

 5+ Yrs Experience into Customer Success, Account Management, or similar role within the
IT, SaaS platform use or project leadership, Technology Consulting, or Solutions
Architecture.

  Good Technical Proficiency in understanding IT Solutions, software, or technology
platforms. 

 Strong commitment to customer satisfaction and a genuine interest in helping clients
achieve their goals.

  Good organizational skills like ability to manage multiple clients and priorities
simultaneously in a fast-paced environment. 

 Strong consulting skills and validated ability to drive business value, facilitate discussions,
handle objections, and influence C-level conversations.

Mail- sakshi.rathore@white-force.in

9329931737