Customer Success Manager

This role is for one of the Weekday's clients

Min Experience: 1 years

Location: Indore

JobType: full-time

The role involves customer onboarding, training, support ticket coordination, relationship management, usage optimization, renewals, and account growth. This position plays a key role in driving customer satisfaction, retention, and long-term success.

Key Responsibilities

1. Customer Onboarding & Training
• Facilitate seamless onboarding for new customers, including system setup and implementation coordination.
• Lead product training sessions to promote effective software adoption.
• Deliver continuous support throughout the initial stages of the customer journey.

2. Customer Support & Ticket Management
• Assign, monitor, and follow up on customer support tickets.
• Collaborate with internal support, product, and technical teams to ensure timely issue resolution.
• Track ticket progress, prioritize urgent issues, and provide customers with regular updates.
• Keep precise records of issues, resolutions, and escalations.

3. Usage Monitoring & Optimization
• Monitor and analyze customer usage data to guarantee effective product utilization.
• Suggest best practices to enhance adoption, efficiency, and customer success.

4. Relationship Management
• Establish and nurture strong relationships with customer stakeholders.
• Conduct regular check-ins, follow-ups, and business reviews.
• Act as the main point of contact for assigned accounts.

5. Data Validation & Reporting
• Review and verify customer data reports for accuracy and dependability.
• Provide customers with actionable insights and recommendations.

6. Renewals & Account Growth
• Track license renewals, monitor service usage, and oversee annual contract renewals.
• Manage retention and renewal processes proactively.
• Identify upselling and cross-selling opportunities in coordination with internal teams.

7. Customer Feedback & Improvement
• Collect customer feedback regarding product and service experiences.
• Collaborate with product and support teams to foster continuous enhancements.

Requirements

Must-Have Qualifications
• Bachelor’s degree in Engineering or a related discipline.
• 1–3 years of experience in Customer Success, Account Management, Client Relationship Management, or Software Support, preferably within a B2B software setting.
• Excellent communication and interpersonal abilities.
• Proven experience in customer support, ticket coordination, or issue resolution.
• Skilled in analyzing usage metrics, reports, and customer data to extract insights.
• Highly organized, proactive, and customer-focused.
• Comfortable operating in a fast-paced, technology-driven environment.

Skills

Customer Success

Account Management

Customer Support