Customer Success Manager

Essvee Services; Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

Essvee Services is seeking a proactive Customer Success & Growth Specialist to manage, retain, and expand the existing client base. You will be the primary contact, ensuring customers gain maximum value and satisfaction from the product portfolio.

The role emphasizes relationship-driven growth through referrals, cross-sell opportunities, and advocacy to fuel recurring revenue. Strong communication and CRM proficiency are essential.

Qualifications

• 25 years of experience in Customer Success or related roles.
• Excellent verbal and written communication with active listening.
• Proven upselling/cross-selling/referral track record.
• Proficiency with CRM tools like HubSpot or Salesforce.
• Ability to resolve customer issues and reduce churn.

Responsibilities

• Serve as the primary advocate and main point of contact for existing accounts.
• Conduct regular check-ins and account reviews to ensure product adoption and satisfaction.
• Proactively identify and resolve customer pain points to minimize churn.
• Develop and execute strategies to turn satisfied clients into brand ambassadors.
• Pitch and secure referrals from existing customers to fuel the sales pipeline.
• Educate existing clients on new features, upgrades, and complementary product lines.

Skills

CRM Experience

Account Management

Upselling & Cross-selling

Referral Programs

Tools

HubSpot

Salesforce

Job description

Job Description: Customer Success & Growth Specialist

Job Summary

We are seeking a proactive and relationship-driven Customer Success & Growth Specialist to manage, retain, and expand our existing customer base. In this role, you will be the primary point of contact for our current clients, ensuring they get maximum value from our products. Your core focus will be maintaining high satisfaction, generating new leads through customer referrals, and identifying opportunities to cross-sell and upsell our broader product portfolio.

Key Responsibilities

1. Relationship Management & Retention

• Serve as the primary advocate and main point of contact for existing accounts.
• Conduct regular check-ins and account reviews to ensure product adoption and satisfaction.
• Proactively identify and resolve customer pain points to minimize churn.

2. Referral & Advocacy Generation

• Develop and execute strategies to turn satisfied clients into brand ambassadors.
• Actively pitch and secure referrals from existing customers to fuel the sales pipeline.
• Gather customer testimonials, reviews, and case studies for marketing use.

3. Account Expansion (Upselling & Cross-selling)

• Analyze customer usage patterns to identify gaps that our other products can solve.
• Educate existing clients on new features, upgrades, and complementary product lines.
• Pitch and close expansion deals to increase the Average Revenue Per User (ARPU).

Requirements & Qualifications

• Experience: 25 years in Customer Success, Account Management, or Relationship Sales.
• Communication: Exceptional verbal and written communication skills with strong active listening.
• Sales Acumen: Proven track record of meeting upselling, cross-selling, or referral targets.
• Problem-Solving: Ability to handle difficult customer situations and turn them into positive outcomes.
• Tech Skills: Proficiency with CRM tools (e.g., HubSpot, Salesforce) and customer success software.

Key Performance Indicators (KPIs)

• Customer Retention Rate (or Net Churn)
• Number of Qualified Referrals generated per month/quarter
• Expansion Revenue (Value of upsells and cross-sells closed)
• Customer Satisfaction Score (CSAT) or Net Promoter Score (NPS)