Customer Success Manager

Cleo Communications; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Cleo Communications in Bengaluru is seeking a Customer Success Associate to collaborate with customers and the CSM team to ensure smooth onboarding, implementation, and renewal processes. The role involves interfacing with Customers, Sales, Services, Support, and Product teams to maximize value and satisfaction.

You will manage day-to-day customer interactions, drive cross-sell opportunities, and analyze usage data to guide customer journeys while maintaining precise records of actions and

Qualifications

• 3-4 years in an Enterprise Software or SaaS environment focused on Customer Success or technical account management.
• Proven communication skills in writing and speaking.
• Experience with Open-Source solutions.
• Experience selling applications, middleware, data-related tech or big data.
• Familiarity with annual subscription business models.

Responsibilities

• Manage day-to-day interactions with a subset of customers via 1:1 and tech-touch communications.
• Identify cross-sell/upsell opportunities within the Customer Experience organization.
• Analyze usage data, adoption, and project status.
• Oversee lifecycle processes and guide customers through onboarding and renewal.
• Escalate issues to Services, Support, or Product as needed.
• Maintain accurate records of customer actions and follow-ups.

Skills

Enterprise software experience

SaaS customer success

Open-source experience

Strong communication

Annual subscription experience

Cross-functional collaboration

Job description

The Position

Cleo is looking for a Customer Success Associate that will work directly with existing customers and the CSM team to ensure a smooth onboarding, implementation, and renewal process. This intelligent, empathic, and high energy individual will hold responsibility within the CSM team who serve as the primary customer facing resource for all new and existing customers. Superb ability to interface with Customers, Sales, Services, Support, and Products Team is required.

What You Will Be Doing

• Uphold Cleo s Customer Success strategy and processes
• Adopt existing, and develop new, methodologies and best practices
• Own day-to-day interactions between Cleo and a subset of customers through 1:1 and 1:many tech touch communications
• Manage and facilitate cross-sell/upsell opportunities sourced within the broader Customer Experience organization.
• Analyze and report on customer usage data, adoption, and project status
• Oversee customer lifecycle processes/touch points and take clients on an optimal customer journey
• Drive the customer escalation process
• Develop ways for Customer Success to deeply understand our customers objectives
• Escalate issues appropriately to Services, Support, Product, etc
• Keep accurate records, including documented customer service actions and discussions.
• Ensure that 100% of interactions are accurately recorded and follow ups scheduled

Requirements

• 3-4 years working at an Enterprise Software and/or SaaS Company in a Customer Success, technical account management or a related field
• Strong written and verbal communications ability
• Proven ability to work in an environment with limited processes
• Experience with Open-Source solutions
• Experience working in a company selling applications, middleware, database, data warehouse, data integration technology or big/fast data technologies
• Experience with annual subscription offerings