Customer Success Manager

FieldAssist; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

FieldAssist seeks an experienced customer-facing professional to manage a portfolio of international enterprise customers. You will oversee onboarding and implementation of our SaaS platform, build lasting relationships, and coordinate with Sales, Product, Delivery, and Support to ensure timely solutions.

The role emphasizes strong communication across cultures, growth opportunities through upselling and renewals, and a deep understanding of customer needs throughout the journey.

Qualifications

• 6-11 years of experience in B2B Sales, Customer Success, Account Management, or a similar customer-facing role.
• Proven track record of managing international accounts at the enterprise level.
• Hands-on experience in customer onboarding and implementation of SaaS/technology solutions.
• Strong understanding of SaaS business models and their applications across different industries.
• Excellent communication and stakeholder management skills across cultures and geographies.
• Strong experience working with cross-functional teams and managing customer expectations.
• Ability to understand customer requirements, troubleshoot issues, and coordinate with internal teams to drive resolution.

Responsibilities

• Manage a portfolio of international enterprise customers, ensuring high levels of customer satisfaction, engagement, and retention.
• Lead customer onboarding and implementation, ensuring a smooth and successful integration of customers with our SaaS platform.
• Build strong, long-term relationships with customers and understand their business needs and challenges.
• Collaborate with internal teams such as Sales, Product, Delivery, and Support to resolve customer issues and ensure timely solutions.
• Communicate effectively with customers across different regions and cultures and act as a trusted point of contact throughout the customer journey.
• Identify opportunities for account growth, including upselling, cross-selling, and renewals.

Skills

Account Management

Customer Success

B2B Sales

SaaS

Onboarding

Stakeholder Management

Cross-functional Collaboration

Job description

Roles and Responsibilities:

• Manage a portfolio of international enterprise customers, ensuring high levels of customer satisfaction, engagement, and retention.
• Lead customer onboarding and implementation, ensuring a smooth and successful integration of customers with our SaaS platform.
• Build strong, long-term relationships with customers and understand their business needs and challenges.
• Collaborate with internal teams such as Sales, Product, Delivery, and Support to resolve customer issues and ensure timely solutions.
• Communicate effectively with customers across different regions and cultures and act as a trusted point of contact throughout the customer journey.
• Identify opportunities for account growth, including upselling, cross-selling, and renewals.

Job Requirements:

• 6-11 years of experience in B2B Sales, Customer Success, Account Management, or a similar customer-facing role, preferably in an IT services, consulting, or SaaS environment.
• Proven track record of managing international accounts at the enterprise level.
• Hands-on experience in customer onboarding and implementation of SaaS/technology solutions.
• Strong understanding of SaaS business models and their applications across different industries.
• Excellent communication and stakeholder management skills, with the ability to build strong relationships with clients across different cultures and geographies.
• Strong experience working with cross-functional teams and managing customer expectations throughout the implementation and post-sales journey.
• Ability to understand customer requirements, troubleshoot issues, and coordinate with internal teams to drive resolution.