Manager-Customer Success(KAM-SAAS)

In Customer Success, you'll be the friendly face and voice of Meritto, guiding our clients every step of the way. Your day will be spent building relationships, troubleshooting issues, and celebrating wins with clients as they see the impact of our solutions firsthand. Build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. Candidates need to know/understand the ins and outs of product and service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. A Customer Success Manager plays a major role in hiring, training and mentoring customer success teams and takes the charge of implementing policies with the internal team to establish a level of quality customer success.

Key Roles & Responsibilities

● Manage Customer Success team, enabling them to achieve/exceed their KRA/KPI.

● Manage customer and partner activity, risks and growth opportunities, submit accurate forecasts to management periodically.

● Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.

● Act as the voice of the customer internally; as the steward of the customer relationship, work cross functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes.

● Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction.

● Achieve/exceed target KPIs including but not limited to renewal %, upsell %, monthly active usage, and NPS.

● Work closely with the team & keep them motivated & passionate towards work.

● Travel with a team on client sides to review client health and feedback.

What we're looking for

● Should be extremely comfortable in the fast-paced, high-growth startup environment

● Proficient with reporting tools and web analytics.

● Degree in Computer Science/IT (B.Tech/B.E/BCA/MCA).

● Post-Graduation (MBA/ PGDM) preferred.

● 4+ years of relevant working experience required preferably in digital marketing /education domain/SaaS based organizations.