Customer Success Manager/ Key Account Manager

Job Title: Customer Success Manager / Key Account Manager

Role Overview:

Manage 4 -6 enterprise clients, ensure post -onboarding success, drive product adoption, align clients with their goals, and work with internal teams to maximize client value and satisfaction.

Key Responsibilities:

1. Post Go -Live Adoption:
   

   • Ensure smooth onboarding for internal and external users.
     

   • Resolve implementation challenges with the Delivery team.
     

2. Relationship Management:
   

   • Build and nurture relationships with key stakeholders.
     

   • Conduct regular check -ins and MBRs/QBRs.
     

3. Product Adoption & Training:
   

   • Promote adoption of software features.
     

   • Coordinate training sessions with the Delivery team.
     

4. Account Health Monitoring:
   

   • Track usage data to optimize performance.
     

   • Address client concerns proactively.
     

5. Client Success & Value Delivery:
   

   • Demonstrate ROI and value delivery based on metrics.
     

   • Present qualitative and quantitative benefits.
     

6. Customer Satisfaction & Advocacy:
   

   • Run CSAT/NPS surveys.
     

   • Encourage client advocacy through testimonials and events.
     

7. Financials & Collections:
   

   • Ensure timely invoicing and collections.
     

   • Handle CR (Change Requests) discussions.
     

8. Renewal & Expansion (Farming):
   

   • Drive contract renewals.
     

   • Identify and manage up -sell and cross -sell opportunities.
     

   • Support proposal creation, demos, and implementation of farming deals.
     

Key Performance Indicators (KPIs):

• Net Recurring Revenue (NRR)
  

• Net Promoter Score (NPS)
  

• Timely receivables collection
  

Candidate Profile:

• Experience: 4–5 years (must include CSM/KAM/CRM roles)
  

• Industry: Supply chain domain (must), SaaS (desirable), Management Consulting (desirable)
  

• Education: MBA from Tier 1 institutes (preferred)
  

• Skills:
  

  • Strong ownership and results orientation
    

  • Excellent communication and interpersonal skills
    

  • Effective collaboration with cross -functional teams
    

  • Customer -first approach with business acumen