Customer Success Manager

  • Customer Success
  • Gurugram, India

Customer Success Manager

Job description

Customer Success Managers are the voice of our customers at inFeedo. People who have demonstrated excellent customer retention skills with an ability to translate business needs into product specifications will have an edge.


No. of positions: 2

What will you be doing?

  1. Customer Retention: Through collaboration with Product/Tech teams, provide consulting services for a specific set of customers and maximise their ROI. Increase renewal rates and reduce churn.

  2. CSAT: Ensure high customer satisfaction scores, manage customer health status, adherence to tickets SLAs and create company-wide customer feedback loop.

  3. Cross-sell, Up-sell: Help sell new product modules working in collaboration with Sales teams.

  4. Project Planning: Review project plans using pre-defined templates. Ensure weekly status updates.

  5. Product Launches/Manage Customer Enhancement Requests: Ensure timely launches as per plan. Work closely with a product/tech teams to explore feasibility of technical enhancement requests.

This role offers exciting opportunities to interact with some senior industry leaders and build long lasting customer relationships that create deep customer satisfaction and product adoption. Go for the extra-mile, by not only solving their issues but delighting them thanks to your simple, efficient and caring communication.


Who will you work with?

SamRaman Bindra, DeepshikhaNidhi, Palash, Tanmaya and of course the rest of jovial inFeedo team you'll find at the end of this page.

Requirements

What skills do you need?

  1. Education: Bachelor’s or Master’s Degree.

  2. Experience:

    1. Total: 4.5 to 7 years of total work experience with proven delivery and retention accountability in a  customer-facing organisation, preferably enterprise technology in customer success.

    2. Domain: Specifically, experience managing large/enterprise customers will be an advantage.

  3. Mentoring: About two years of experience in managing a small team, including writing performance evaluations.

  4. Team: Direct managerial responsibility of 5 to 10 individuals. Strong leadership and team management skills.

  5. Critical Skills: Excellent communication, presentation, customer calls facilitation and relationship building skills. Ability to manage influence through persuasion, negotiation, and consensus building.

What happens after you apply?

  1. Within 15 days of your application - which is wholesome, original & expressive - our People Team will reach out to you for a quick chat.

  2. Within 4-6 days of chatting with the People Team, you will get a call from someone from your future team to discuss the job role.

  3. If all goes well, we’ll welcome you to our office for your future manager to deep dive into the role with you and for you to show off your skills through a small task.

  4. After a quick interaction with the People Team, If our vibes match, a tête-à-tête with the founding team follows

  5. Finally, we high-five and jot down the next steps for you to come join us. :)

Our expectations before you click “Apply Now”

At any step, if things don't work out, we proactively send an email. You are welcome to ask for feedback and reapply in future :)


Keywords: HR Tech, SaaS, Customer Success, Project Manager, CSM, Onboarding, Launches, Renewals, Customer Relationship Management, Communication, Up-Sell, Cross-Sell