Customer Success Manager

Credgenics; Dadri; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Credgenics is seeking an experienced Customer Success Manager (CSM) to act as the primary contact for clients, driving adoption, satisfaction, and retention on the Credgenics platform. You will foster strong relationships with key stakeholders, onboard new clients, train users, and identify opportunities to grow existing accounts.

The role requires excellent communication, problem-solving, and data-driven decision-making in a fast-paced, SaaS fintech environment.

Qualifications

• Exceptional communication, interpersonal, and presentation skills.
• Strong problem-solving and conflict-resolution abilities.
• Analytical mindset with experience in using data to drive decisions.
• Proficiency in using CRM and customer success tools.
• Ability to manage multiple clients and priorities in a fast-paced environment.

Responsibilities

• Be the primary liaison between Credgenics and assigned clients, building trust and ensuring client satisfaction.
• Develop and maintain long-term relationships with key stakeholders across client organizations.
• Facilitate onboarding of new clients and ensure setup for success on the Credgenics platform.
• Conduct training sessions to help clients utilize platform features effectively.
• Drive adoption and retention by aligning client goals with product capabilities.
• Identify opportunities for upselling and collaborate with sales to grow existing accounts.
• Gather client feedback and advocate for customer needs with product teams.
• Monitor ROI and product adoption metrics and provide actionable insights.

Skills

Communication

Interpersonal

Presentation

Problem solving

Data-driven

CRM tools

Job description

Credgenics is a leading SaaS-based debt resolution and legal automation platform. We help financial institutions improve their collections, reduce delinquencies, and enhance customer relationships using data-driven insights and advanced technology.

Job Summary

We are looking for an experienced and proactive Customer Success Manager (CSM) to join our team at Credgenics. The CSM will act as the primary point of contact for our clients, ensuring their success with our platform and driving adoption, satisfaction, and retention. The ideal candidate will possess excellent relationship management skills, a customer-centric mindset, and a passion for solving problems using technology.

Key Responsibilities

Customer Relationship Management

• Act as the primary liaison between Credgenics and assigned clients, fostering trust and ensuri
• ngtheir satisfaction with our platform.
• Develop and maintain long-term relationships with key stakeholders across client organizations.

Onboarding and Training

• Facilitate seamless onboarding of new clients, ensuring they are set up for success with the
• Credgenics platform.
• Conduct training sessions to ensure clients understand and leverage the platform's features effectively.

Adoption and Retention

• Drive adoption of Credgenics solutions by understanding client goals and aligning them with product capabilities.
• Monitor client usage and proactively address any challenges or concerns.

Upselling and Cross-Selling

• Identify opportunities to expand the client’s use of the Credgenics platform, including introducing new features or services.
• Collaborate with the sales team to maximize revenue opportunities within existing accounts.

Client Feedback and Advocacy

• Act as the voice of the customer within Credgenics, providing feedback to product and development teams to enhance our offerings.
• Advocate for client needs and ensure their issues are resolved in a timely manner.

Performance Monitoring

• Analyze client success metrics (e.g., ROI, product adoption rates, etc.) and provide actionable insights to improve outcomes.
• Prepare and deliver periodic reviews to demonstrate the value delivered by Credgenics.
• Proactively identify risks (e.g., dissatisfaction or reduced usage) and develop strategies to address them before they escalate.

Experience

• 4+ years of experience in customer success, account management, or a similar client-facing role in SaaS, fintech, or technology sectors.
• Experience in the banking or NBFC space is a plus.

Skills

• Exceptional communication, interpersonal, and presentation skills.
• Strong problem-solving and conflict-resolution abilities.
• Analytical mindset with experience in using data to drive decisions.
• Proficiency in using CRM and customer success tools.
• Ability to manage multiple clients and priorities in a fast-paced environment.