We are looking for a proactive Outbound Customer Success Manager who will own post-sales customer engagement, ensure smooth adoption of our platform, and drive long-term value for clients. Unlike inbound CS roles, this role emphasizes proactive outreach, relationship building, and expansion opportunities, ensuring every customer receives the attention and support they need to succeed with our solutions.
Responsibilities
- Proactively engage with customers through scheduled calls, emails, and check-ins to ensure product adoption and satisfaction.
- Develop a deep understanding of the client's business objectives and align our solution to help them achieve measurable outcomes.
- Monitor customer usage, identify risks or churn signals, and take preventive action with timely outreach.
- Drive onboarding, training, and enablement programs to ensure customers are confident using the product.
- Act as a customer advocate internally, providing product feedback to the product and engineering teams.
- Create tailored success plans and track progress against defined KPIs.
- Identify upsell and cross-sell opportunities by uncovering additional use cases and working with the sales team.
- Maintain detailed records of customer interactions, renewals, and expansion opportunities in CRM.
- Consistently achieve renewal, retention, and NRR (Net Revenue Retention) goals.
Requirements
- 2-5 years of experience in Customer Success, BPO, Account Management, or Client Engagement, preferably in SaaS or B2B tech.
- Strong communication and relationship-building skills with a proactive, consultative mindset.
- Proven ability to manage a portfolio of accounts with outbound engagement strategies.
- Experience working with CRM tools (Salesforce, HubSpot, Zoho) and Customer Success platforms (Gainsight, Totango, Planhat).
- Ability to analyze customer usage data and create actionable insights.
- Strong organizational skills and ability to manage multiple clients simultaneously.
- Entrepreneurial, customer-obsessed, and comfortable in a fast-paced startup environment.
- Experience in HR-Tech / SaaS / AI-driven products.
- Exposure to international customer accounts (US, EU, APAC).
- Track record of hitting or exceeding retention/expansion targets.
This job was posted by Ashok Kumar Samal from HDIP.
