Customer Success Manager

Experience Required: 2- 5 years of relevant experience in Key Account Management, Customer Success within a SaaS-based product sales & Support

Role Purpose

• The Key Account Manager is responsible for managing, nurturing, and growing strategic customer accounts for the Fusion MY Business platform.
• This role focuses on customer retention, relationship management, product adoption, and revenue expansion through renewals, upselling, and cross-selling in a subscription-based SaaS model.
   

Key Responsibilities

• Manage and maintain relationships with existing high-value and strategic customers.
• Serve as the primary point of contact for customer communication, queries, and escalations.
• Ensure successful onboarding, implementation, and continuous adoption of the Fusion MY Business solution.
• Drive renewals, upsell, and cross-sell opportunities to achieve assigned revenue targets.
• Monitor customer health, usage metrics, and engagement levels to proactively reduce churn.
• Conduct periodic business reviews and value-demonstration meetings with clients.
• Collaborate with Sales, Product, Support, and Operations teams to resolve issues and enhance customer experience.
• Maintain accurate account data, forecasts, and activity updates in CRM systems.
• Prepare and present performance reports and insights to internal stakeholders.

Required Skills & Competencies

• Proven experience in SaaS account management / customer success / B2B relationship management.
• Strong communication, negotiation, and stakeholder management skills.
• Demonstrated ability to drive customer retention and revenue growth.
• Understanding of subscription business metrics such as ARR, MRR, churn, and renewal cycles.
• Ability to manage multiple client accounts simultaneously with strong prioritization.
• Good analytical, problem-solving, and presentation skills.
• Proficiency in CRM tools, MS Office, and Google Workspace.

Job Details :

Work Shift : 5:00 PM to 2:00 AM and 6:00 PM to 3:00 AM
Week Off : Rotational (Required to work on Saturday & Sunday)
Work Type: Work from Office ( Nungambakkam, Chennai)