Sr Customer Success Manager

11 11 Systems; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

11 11 Systems in Pune, India seeks a Senior Customer Success Manager to lead relationships with our largest customers. You will be a trusted advisor, guiding clients from onboarding through implementation to renewal and expansion, coordinating across product, sales, and support teams.

The role requires a proven ability to orchestrate multi-stakeholder programs, identify customer goals, maximize value, and drive account growth while upholding our Code of Ethics.

Qualifications

• 5+ years in customer success or account management.
• Experience managing large accounts with 5-figure+ contract MRR.
• Proficient with CRM systems, preferably Salesforce.

Responsibilities

• Drive relationships with largest customers from onboarding to renewal and expansion.
• Coordinate across product, sales, and support to align goals.
• Deliver QBRs/MBRs showing business objectives and value.
• Facilitate customer training on key portals and applications.
• Identify growth opportunities and manage multi-stakeholder programs.
• Uphold company ethics and data handling policies.

Skills

Account management

Communication

Relationship building

Cross-functional collaboration

Project management

Tools

Salesforce

Job description

As a Senior Customer Success Manager, you will be responsible for driving the relationship with some of our largest customers. In this role, you will serve as a trusted advisor and partner, navigating the customer on their journey from onboarding to implementation through renewal and expansion. To succeed in this role, you must be able to expertly orchestrate across multiple stakeholders within the organization, recognize customer goals, and coordinate amongst a cross-functional group in accomplishing them.

Responsibilities:

• Develop a deep understanding of customer needs/goals and work to ensure that our teams have a shared definition of success across multiple platforms.
• Leverage problem solving to help customers reach their business goals and maximize the value they receive.
• Deliver QBRs or MBRs that demonstrate key business objectives and support experience.
• Facilitate customer training on how to leverage key support applications and portals.
• Contribute to the development of the Customer Success organization by sharing processes, ideas, and highlighting historical best practices.
• Cultivate Internal and External customer relationships.
• Assist with recognizing key growth opportunities for customers.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
• Additional duties as assigned

Qualifications:

• 5+ years of experience in customer success or account management
• Experience managing large accounts, with 5-figure+ contract MRR
• Advanced knowledge in a CRM (Salesforce) and other applications to manage your customer portfolio and their lifecycle management.
• Experience managing customer success for larger and more complex requirements.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects, activities, and tasks simultaneously.
• Ability to sustain business growth and profitability by maximizing value.
• Must be legally eligible to work in India without visa sponsorship

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.