Customer Success specialist
Experience: 7+ Years
Location: Perungudi, Chennai
Shift: US (EST)
Role Overview
We are seeking an experienced and strategic Customer Success professional to manage and grow key client relationships. The ideal candidate will have a strong background in SaaS-based customer success, with a proven ability to drive customer retention, adoption, and revenue growth. This role requires a proactive approach, excellent stakeholder management skills, and the ability to deliver measurable business outcomes for clients.
Key Responsibilities
- Own and manage the end-to-end relationship with assigned clients, including:
- Onboarding and implementation
- Driving product adoption and engagement
- Ensuring customer retention and satisfaction
- Identifying and executing upsell and cross-sell opportunities
- Serve as a trusted advisor to clients by understanding their business goals and aligning TargetBay solutions to meet their objectives
- Proactively identify opportunities for optimization and value enhancement across client accounts
- Act as the primary point of contact for escalations, ensuring timely and effective resolution
- Collaborate with cross-functional teams (Product, Marketing, Sales, and Support) to deliver a seamless customer experience
- Monitor customer health metrics and provide regular updates to leadership, including:
- High-risk accounts
- Growth and upsell opportunities
- Develop and execute strategies to strengthen long-term partnerships and expand business relationships
- Drive customer advocacy, including case studies, testimonials, and referrals
Required Skills & Qualifications
- 7+ years of experience in Customer Success, Account Management, or Client Relationship Management, preferably in a SaaS environment
- Proven track record of managing enterprise or high-value accounts with strong retention and revenue growth outcomes
- Excellent communication, presentation, and interpersonal skills
- Strong analytical mindset with the ability to interpret data and make strategic decisions
- Highly organized with the ability to manage multiple stakeholders in a dynamic, fast-paced environment
- Experience working with US-based clients (Mandatory)
- Willingness to work in US EST shift (Mandatory)
- Proficiency in Microsoft Excel and MS Office tools (Mandatory)
