Customer Success Manager

Roles & Responsibilities:

Customer Success & Relationship Management.

Develop and maintain strong, long-term relationships with key clients, serving as their primary point of contact.

Understand customer needs, goals, and pain points to provide tailored solutions that drive value.

Proactively engage with customers to ensure product adoption, satisfaction, and retention.

Conduct regular business reviews and customer check-ins to assess performance and growth opportunities.

Account Growth & Revenue Expansion.

Identify upsell and cross-sell opportunities within existing accounts to maximize revenue.

Collaborate with sales and marketing teams to drive expansion strategies.

Negotiate contract renewals and expansions to ensure long-term partnerships.

Analyze account performance and market trends to inform strategic decision-making.

Collaboration & Process Improvement

Work closely with internal teams, including sales, marketing, and product, to align customer success strategies with business objectives.

Provide customer feedback to product teams for continuous improvement.

Develop and optimize customer success processes, playbooks, and best practices.

Mentor and guide junior account managers to enhance team performance.

Requirements

5 years of experience in account management, customer success, or a relatedfield, with at least 4 years in a leadership role.

Experience in CAD and BIM services or a similar technical field is preferred.

Proven ability to cultivate and maintain strong client relationships.

Strong analytical skills to drive business growth through data and trend analysis.

Excellent communication skills, with the ability to influence and negotiateeffectively.

Strong collaborative skills, working across teams to align objectives.

Ability to anticipate challenges and proactively develop effective solutions.

Familiarity with CRM tools and customer success platforms.

Demonstrated experience in managing daily deliverables for multiple accounts, ensuring client satisfaction and operational excellence.

Benefits

Salary at par with the industry

Mediclaim

Sodexo Meal Pass

Annual Variable Pay - Incentives