Customer Success Manager

Serein Inc; Bengaluru; Presencial; INR 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Serein Inc. is seeking an experienced Customer Success / Account Manager to lead client engagements, drive onboarding and adoption, and ensure ongoing satisfaction across a portfolio of B2B clients.

You will build trusted relationships, identify growth opportunities, and collaborate with Sales, Marketing, and Product teams to reduce churn and increase renewals. Strong communication and stakeholder management are essential.

Formación

• 5–8 years of experience in Customer Success / Account Management / Client Engagement, preferably in B2B SaaS, consulting, or technology services.
• Strong communication, relationship-building, and stakeholder management skills.
• Proven track record of driving customer retention, renewals, and upsell opportunities.
• Problem-solving mindset with the ability to manage multiple client accounts simultaneously.
• Curiosity and enthusiasm about working with cross functional teams to gain an in-depth understanding of our service offerings.
• Experience with CRM/CS tools (Salesforce, HubSpot, Gainsight, Zoho, etc.) is a plus.
• Ability to work cross-functionally with Sales, Marketing, and Product teams

Responsabilidades

• Act as the primary point of contact for a portfolio of clients, ensuring ongoing engagement and satisfaction.
• Build trusted advisor relationships by understanding client needs, goals, and challenges.
• Conduct regular check-ins, business reviews, and feedback sessions with clients.
• Onboarding & Adoption: Support smooth onboarding of new clients, ensuring proper setup and adoption of solutions.
• Drive product/solution adoption by training client stakeholders and enabling best practices.
• Account Growth & Retention: Identify upsell/cross-sell opportunities by aligning solutions to client needs.
• Proactively manage client health to reduce churn and drive renewals.
• Proactively collaborate with Sales, Marketing, and Product teams to ensure client success and account growth.
• Gather client feedback and share insights with internal teams to enhance product and service offerings.
• Identify case studies, testimonials, and advocacy opportunities to showcase client success.
• Monitor customer success metrics (engagement, adoption, renewal rates, NPS) and take proactive actions.
• Maintain accurate records of client interactions, renewals, and opportunities in CRM tools.

Conocimientos

Communication

Relationship-building

Stakeholder management

Customer focus

Problem-solving

Herramientas

Salesforce

HubSpot

Gainsight

Zoho

Descripción del empleo

Serein is one of the fastest-growing companies in the e-learning space. Over500 organizations across 35 countriesuse our solutions to train employees and leaders, helping them build safer workplaces, collaborate better, and boost productivity.
We are on a mission to make learning at work simple, impactful, and human.

• Act as the primary point of contact for a portfolio of clients, ensuring ongoing engagement and satisfaction.
• Build trusted advisor relationships by understanding client needs, goals, and challenges.
• Conduct regular check-ins, business reviews, and feedback sessions with clients.

Onboarding & Adoption

• Support smooth onboarding of new clients, ensuring proper setup and adoption of solutions.
• Drive product/solution adoption by training client stakeholders and enabling best practices.

Account Growth & Retention

• Identify upsell/cross-sell opportunities by aligning solutions to client needs.
• Proactively manage client health to reduce churn and drive renewals.
• Proactively collaborate with Sales, Marketing, and Product teams to ensure client success and account growth.

Customer Advocacy & Feedback

• Gather client feedback and share insights with internal teams to enhance product and service offerings.
• Identify case studies, testimonials, and advocacy opportunities to showcase client success.

Operational Excellence

• Maintain accurate records of client interactions, renewals, and opportunities in CRM tools.
• Monitor customer success metrics (engagement, adoption, renewal rates, NPS) and take proactive actions.

You have

• 5–8 years of experience in Customer Success / Account Management / Client Engagement, preferably in B2B SaaS, consulting, or technology services.
• Strong communication, relationship-building, and stakeholder management skills.
• Proven track record of driving customer retention, renewals, and upsell opportunities.
• Problem-solving mindset with the ability to manage multiple client accounts simultaneously.
• Curiousity and are highly enthusiastic about working with cross functional teams to gain an in-depth understanding of our service offerings.
• Experience with CRM/CS tools (Salesforce, HubSpot, Gainsight, Zoho, etc.) is a plus.
• Ability to work cross-functionally with Sales, Marketing, and Product teams

Key attributes

• Customer-centric mindset with a passion for delivering value.
• Strong ownership and accountability.
• Strategic thinker with the ability to execute operationally.
• Comfortable in fast-paced and evolving environments.

Why should you join us?

Joining our team means you will have the opportunity to work on meaningful and impactful projects, contribute to shaping a culture of safety, inclusion and belonging, and grow your career within a dynamic and forward-thinking organisation. If you are a dedicated and experienced professional with a commitment to promoting safe and inclusive workplaces.