Customer Success Manager L-1

Eshopbox Ecommerce; Mumbai; On-site; INR 10,00,000 - 15,00,000; Full time

Job summary

A dynamic e-commerce platform in Mumbai is seeking a Customer Success Manager L-1 to enhance customer satisfaction and retention. This role requires a leader who can guide clients through their journeys, advocate for customer needs across departments, and identify growth opportunities. Candidates should have 3-5 years in customer success, preferably in B2B e-commerce or SaaS, along with strong analytical and communication skills. Join a team dedicated to supporting customer success and fostering long-term relationships.

Qualifications

• 3-5 years in Customer Success role within B2B e-commerce or SaaS.
• Experience with C-level executives.
• Strong communication of business solutions.
• Knowledge of Net Churn and Logo Churn.
• Process-oriented with analytical skills.
• Experience in client onboarding.
• Exposure to e-commerce or internet sector.

Responsibilities

• Ensure smooth onboarding for new customers.
• Enhance customer journeys for a seamless experience.
• Provide feedback between departments to enhance customer experience.
• Foster a company-wide culture centered around customer success.
• Showcase new features to customers.
• Conduct in-depth analysis for tailored e-commerce strategies.
• Identify upsell opportunities.
• Lead monthly business reviews with customers.
• Handle customer escalations promptly.

Skills

Customer Success

Communication

Analytical Skills

B2B e-commerce Knowledge

Job description

Customer Success Manager L-1

Location: Mumbai
Department: Marketing & Sales

About the Role

Eshopbox is looking for a dynamic and customer-focused Customer Success Manager L-1. At Eshopbox, our success is tied to our customers' success. We need a proactive leader who is passionate about driving customer adoption, satisfaction, and long-term relationships. You will guide customers to achieve their desired outcomes, ensuring retention and identifying opportunities for growth and renewal.

Key Responsibilities

• Ensure smooth onboarding for new customers, helping them get started with the platform.
• Define and enhance customer journeys, ensuring a seamless and valuable experience.
• Collect and provide actionable feedback between departments (Sales, Support, Product) to enhance the customer experience.
• Advocate for and foster a company-wide culture centered around customer success.
• Showcase newly released features and help customers maximize the value of relevant functionalities.
• Conduct in-depth analysis of customer operations, offering tailored suggestions for e-commerce strategies.
• Identify upsell opportunities and ensure timely renewals by maintaining strong relationships.
• Lead monthly business reviews with customers to track progress and address concerns.
• Handle customer escalations with urgency and resource mobilization for quick resolution.

What You ll Need

• 3-5 years in a Customer Success role within B2B e-commerce or SaaS industries (preferred).
• Experience working with C-level executives and understanding their business needs.
• Strong ability to understand business challenges and effectively communicate solutions.
• Knowledge of calculating Net Churn and Logo Churn and taking proactive actions.
• Process-oriented with strong analytical skills to drive improvements.
• Experience in client onboarding and customer success in a fast-paced environment.
• Exposure to the e-commerce or internet sector is a plus.
• Excellent verbal and written communication skills.