Customer Success Account Manager

Cloud Counselage Pvt Ltd; Mumbai; Hybrid; INR 600,000 - 800,000; Full time

Benefits offered by this job

Competitive salary based on experience

Opportunities for professional development

Dynamic work environment

Job summary

A leading technology solutions provider is seeking a Customer Success Account Manager based in Mumbai, India. In this role, you will manage client relationships, ensuring they gain maximum value from our products and services through onboarding, proactive communication, and strategic support. The ideal candidate has a Bachelor's degree and over 3 years of relevant experience. This position offers a competitive salary, professional development opportunities, and a collaborative work environment.

Qualifications

• 3+ years of experience in customer success, account management, or a similar client-facing role.
• Ability to build trust and rapport with clients.
• Proficiency in CRM software and data analysis tools.

Responsibilities

• Build and nurture strong relationships with clients.
• Guide new clients through onboarding and provide training.
• Develop and implement success plans for clients.
• Communicate regularly with clients to gather feedback.
• Identify opportunities to upsell or cross-sell services.
• Manage renewal processes and address potential churn.
• Collaborate with internal teams to deliver client solutions.
• Analyze client usage data for trend identification.

Skills

Strong communication

Interpersonal skills

Problem-solving skills

Education

Bachelor's Degree in Business, Marketing, Communications, or a related field

Tools

Salesforce

HubSpot

Job description

About the job Customer Success Account Manager

The Customer Success Account Manager will be responsible for managing client relationships, understanding client needs, and ensuring they gain maximum value from our products and services. This role involves proactive engagement, troubleshooting, and collaborating across teams to support client objectives and drive renewals.

What's For The Candidate:

• Competitive salary based on experience
• Opportunities for professional development and career growth
• A collaborative and dynamic work environment

KEY RESPONSIBILITIES:

• Client Relationship Management: Serve as the primary point of contact for clients, building and nurturing strong relationships to understand and meet their needs
• Onboarding & Training: Guide new clients through the onboarding process, providing necessary training and resources to ensure product adoption and satisfaction
• Customer Success Strategy: Develop and implement success plans for clients, aligning with their business goals and KPIs, and tracking their progress over time
• Proactive Communication: Regularly communicate with clients to provide updates, gather feedback, and address any issues or concerns promptly
• Upsell & Cross-sell: Identify opportunities to expand client accounts through upselling or cross-selling additional services or products that would add value
• Renewals & Retention: Manage renewal processes, working to ensure high retention rates and proactively addressing potential churn
• Collaboration: Work closely with internal teams (e.g., Product, Sales, Support) to elevate issues and ensure the delivery of client solutions
• Data & Reporting: Analyze client usage data, satisfaction metrics, and other insights to identify trends and inform proactive engagement strategies.

Requirements:

• Bachelor's Degree in Business, Marketing, Communications, or a related field
• 3+ years of experience in customer success, account management, or a similar client-facing role
• Strong communication and interpersonal skills, with the ability to build trust and rapport with clients
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and data analysis tools
• Problem-solving skills and a proactive, client-centered approach

Job Location: Remote/Hybrid/In-Office