Customer Success Manager

Keka Inc.; Hyderabad; On-site; INR 2,500,000 - 3,800,000; Full time

Job summary

Keka Inc. is seeking a Senior Customer Success Manager in Hyderabad to ensure the success and retention of high-value clients. You will drive adoption, guide onboarding and training, and collaborate with Sales, Product, and Support to optimize the customer journey.

With 5+ years in customer success, you will proactively address risks, conduct business reviews, and identify growth opportunities while staying current with industry best practices.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 5+ years of experience in a customer success role, preferably in a SaaS company.
• Proven track record of managing and retaining high-value customers.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
• Strong problem-solving and analytical skills, with the ability to identify and address customer challenges.

Responsibilities

• Build and maintain relationships with key stakeholders in high-value accounts.
• Serve as primary contact for strategic customers and exceed expectations.
• Develop and execute customer success plans including onboarding and training.
• Proactively identify challenges and provide solutions to drive customer success.
• Collaborate with Sales, Product, and Support for seamless experience.

Skills

Client relationship management

Communication skills

Analytical skills

Team collaboration

Self-motivated

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

We are seeking a highly experienced and motivated Senior Customer Success Manager to join our dynamic team. The successful candidate will have a minimum of 5 years of experience in the Customer Success department, with a proven track record of managing and retaining high-value clients. As a Senior Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our most strategic customers, driving adoption and retention, and identifying opportunities for growth.

Roles and Responsibilities:

1. Build and maintain strong relationships with key stakeholders within assigned high ticket accounts.

2. Serve as the primary point of contact for strategic customers, ensuring their needs are met and expectations are exceeded.

3. Develop and execute customer success plans, including onboarding, training, and ongoing support.

4. Proactively identify and address customer challenges, providing solutions and recommendations to drive customer success.

5. Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience.

6. Conduct regular business reviews with customers to review performance, identify areas for improvement, and present new opportunities.

7. Monitor customer health metrics and proactively address any red flags to prevent churn.

8. Act as a customer advocate, providing feedback and insights to internal teams to drive product enhancements and improvements.

9. Stay up-to-date with industry trends and best practices in customer success management.

Qualifications:

1. Bachelor's degree in Business Administration, Accounts, or a related field.

2. Minimum of 5 years of experience in a customer success role, preferably in a SaaS company.

3. Proven track record of managing and retaining high-value customers.

4. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.

5. Strong problem-solving and analytical skills, with the ability to identify and address customer challenges.

6. Self-motivated and results-oriented, with the ability to work independently and as part of a team.

7. Proficient in CRM software and other customer success tools.

8. Ability to travel as needed to meet with customers.

Required Skills

Business Acumen Client Relationship Management