Customer Success Associate

Unicommerce Esolutions; Mumbai; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Unicommerce Esolutions in Mumbai is seeking an experienced Customer Success Manager to manage key client accounts, drive product adoption, and lead renewal and expansion strategies. You will collaborate with product, sales, and delivery teams to maximize client value.

The role requires strong communication, relationship-building, and multitasking skills to sustain long-term success in a fast-growing SaaS/Supply chain environment.

Qualifications

• Experience in customer success or account management.
• Strong communication and interpersonal skills.
• Ability to manage multiple client accounts simultaneously.
• Experience collaborating cross-functionally in a SaaS or Supply chain company.

Responsibilities

• Provide strong account management to existing clients, offering structural support and keeping them informed about new products, features, and services that add value to their business.
• Drive customer success by increasing product adoption, managing long-term customer relationships, conducting regular business reviews, and sharing industry best practices.
• Own customer retention by proactively identifying risks, addressing concerns, and ensuring continued value realization.
• Lead upselling and cross-selling initiatives by identifying growth opportunities within existing accounts and aligning solutions to customer needs.
• Serve as the primary point of escalation for customer issues, troubleshooting challenges and ensuring timely and effective resolution.
• Coach customers to become product experts and guide their teams on best practices to enable greater self-sufficiency.
• Manage renewals, expansion opportunities, and revenue growth while consistently striving to deliver measurable value to clients.
• Maintain a regular cadence of analytical and performance reviews to track key metrics critical to client success and business outcomes.

Skills

Customer success

Account management

Communication

Cross-functional collaboration

Job description

Key Responsibilities

• Provide strong account management to existing clients, offering structural support and keeping them informed about new products, features, and services that add value to their business.
• Drive customer success by increasing product adoption, managing long-term customer relationships, conducting regular business reviews, and sharing industry best practices.
• Own customer retention by proactively identifying risks, addressing concerns, and ensuring continued value realization.
• Lead upselling and cross-selling initiatives by identifying growth opportunities within existing accounts and aligning solutions to customer needs.
• Serve as the primary point of escalation for customer issues, troubleshooting challenges and ensuring timely and effective resolution.
• Coach customers to become product experts and guide their teams on best practices to enable greater self-sufficiency.
• Manage renewals, expansion opportunities, and revenue growth while consistently striving to deliver measurable value to clients.
• Maintain a regular cadence of analytical and performance reviews to track key metrics critical to client success and business outcomes.

Skills Required

• Proven experience in customer success, account management, or a similar client-facing role.
• Excellent communication and interpersonal skills, with the ability to build strong rapport and trust with clients.
• Strong ability to manage multiple client accounts simultaneously while prioritizing effectively.
• Prior experience collaborating cross-functionally within a fast-growing SaaS /Supply chain company ; operating at the intersection of product,sales, and delivery.