Customer Success Manager

Vxceed; Bengaluru; Presencial; INR 2 500 000 - 4 000 000; Tempo integral

Resumo da oferta

Vxceed Technologies FZ LLC is seeking an experienced Customer Success professional to manage a portfolio of B2B SaaS customers in Bengaluru. You will drive platform adoption, map product capabilities to business objectives, and coordinate with Sales, Product, Support, and Engineering to enhance the customer experience.

The role requires strong stakeholder management, data-driven decision-making, and the ability to handle multiple accounts with limited supervision.

Qualificações

• 7–9 years in Customer Success or related client-facing role within B2B technology.
• Experience managing complex B2B customer relationships across multiple stakeholders.
• Exposure to CPG/FMCG business processes such as sales, route-to-market, distributor management, or retail execution.
• Experience with SaaS, enterprise software, SFA, DMS or related business applications.
• Proven ability to drive product adoption, customer engagement, and measurable outcomes.
• Experience presenting insights and progress updates to senior customer stakeholders.
• Strong analytical and problem-solving skills with data interpretation.
• Excellent written and verbal communication skills.
• Ability to manage multiple accounts and competing commitments independently.

Responsabilidades

• Understand customer platform usage and identify adoption gaps and compliance issues.
• Link product capabilities to customer business objectives such as sales force effectiveness and route compliance.
• Own a portfolio of accounts and build trusted relationships with key stakeholders.
• Monitor customer health using adoption trends, feedback, and open issues.
• Identify early warning signs of dissatisfaction and develop mitigation plans.
• Engage with customers to address risks before they escalate.
• Collaborate with Sales, Product, Support, Engineering, and Implementation to improve customer experience.
• Maintain visibility into open issues, dependencies, timelines, and commitments.
• Communicate progress, risks, and next steps to customers.
• Lead periodic reviews focused on business priorities, adoption, performance, challenges, and improvement opportunities.
• Operate independently and prioritize competing customer needs.

Conhecimentos

Customer Success

Account Management

Client Relationship Management

Consulting

SaaS

SFA (Sales Force Automation)

DMS (Distribution Management Systems)

Stakeholder Management

Data-driven decisions

Analytical thinking

Ferramentas

SaaS

Sales Force Automation (SFA)

Distribution Management Systems (DMS)

Descrição da oferta de emprego

Key Responsibilities

• Understand how customers use the platform and identify gaps in adoption, process compliance, and feature utilization.
• Connect product capabilities to customer business objectives, such as sales-force effectiveness, outlet coverage, route compliance, credit control, and operational visibility.
• Own a portfolio of customer accounts and build trusted relationships with key business and operational stakeholders
• Monitor customer health using adoption trends, stakeholder engagement, open issues, customer feedback, and other relevant indicators.
• Identify early warning signs of customer dissatisfaction, disengagement, or potential churn and develop proactive mitigation plans.
• Drive structured engagement with customers to address risks before they escape
• Work closely with Sales, Product, Support, Engineering, and Implementation to improve the overall customer experience.
• Maintain visibility into open issues, dependencies, timelines, and customer commitments.
• Communicate clearly with customers about progress, risks, and next steps.
• Plan and lead periodic customer reviews focused on business priorities, platform adoption, performance, challenges, and improvement opportunities.
• Operate independently, prioritize work effectively, and manage competing customer needs without constant supervision

Required Experience & Qualifications

• 7-9 years of experience in Customer Success, Account Management, Client Relationship Management, Consulting, or a related customer-facing role within B2B technology.
• Experience managing complex B2B customer relationships and coordinating across multiple internal and external stakeholders.
• Strong preference for candidates with exposure to CPG/FMCG business processes, particularly sales and distribution, field sales operations, route-to-market, distributor management, or retail execution.
• Experience with SaaS, enterprise software, Sales Force Automation (SFA), Distribution Management Systems (DMS), or related business applications is highly desirable.
• Demonstrated ability to drive product adoption, customer engagement, issue resolution, and measurable customer outcomes.
• Experience presenting insights, recommendations, and progress updates to senior customer stakeholders.
• Strong analytical and problem-solving skills, with the ability to interpret customer data and identify actionable insights.
• Excellent written and verbal communication skills.
• Ability to manage multiple accounts, competing priorities, and customer commitments independently.