Job Title: Customer Success Manager
Location: Pune
KEY RESPONSIBILITIES
- Strategic CS Development: Craft and implement cohesive CS strategies tailored to critical stages of the customer
journey, including upcoming renewals and QBRs/EBRs.
- Collaborative Insight Sharing: Partner closely with our founding members, providing valuable insights to enhance
the overall customer process.
- Innovative Project Management: Strategically plan and execute new projects to identify areas for increased
product usage and adoption.
- Creative Customer Campaigns: Develop and launch engaging campaigns to educate and nurture customers on
the latest product features.
- Performance Reporting: Regularly report on product adoption, usage, and customer health to our leadership
team, ensuring continuous monitoring and delivering actionable insights to stakeholders.
- Renewal pipeline generation: Experiment with diverse approaches to maintain a steady, qualified pipeline of
renewals.
- Key Metric Tracking: Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT
scores.
- Operational Oversight: Provide operational oversight to ensure targets and KPIs are met.
- Best Practice Sharing: Educate clients on best practices to achieve product success with Qapit
REQUIRED QUALIFICATIONS:
- Experience: 4-5 years of overall experience with at least 4 years in a CS role, preferably in SaaS.
- Balanced Skill Set: A combination of strategic insight, analytical capability, operational efficiency, effective
communication and collaboration skills.
- Process Expertise: Proficiency in systematic organization and delivering high-quality customer excellence.
- Data-Driven Approach: Expertise in applying data-oriented methods, adjusting parameters as needed and
demonstrating powerful execution abilities.
- Stakeholder Management: Proven experience in handling various stakeholders, identifying key customers and
collaborating with multiple teams.
- Technical Proficiency: Strong knowledge of relevant CS tools and technologies is a significant advantage.
- Empathy and Relationship Building: A customer-centric mindset with exceptional relationship-building skills.
Job Type: Full-time
Pay: ₹800,000.00 - ₹1,000,000.00 per year
Experience:
- Customer Success: 4 years (Required)
Work Location: In person
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