Sr. Customer Success Manager

  • Customer Success
  • Gurgaon, India

Sr. Customer Success Manager

Job description

Customer Success Manager are the voice of the customers at inFeedo. They strive daily to answer one simple question. How can we create value for our customers?


No. of positions: 2

  1. Sr. CSM (4+ yrs of customer success exp.)
  2. Sr. CSM (5+ yrs of enterprise client handling exp.)

What will you be doing?

As a Customer Success Manager, you will be responsible for customer adoption, retention, and satisfaction for a specific book of accounts. Through partnership and collaboration, you will provide consulting services for customers and maximize value from their investment in Amber.

This is an exciting opportunity to unequivocally influence our customers, and inFeedo’s success.

You’re expected to build long lasting customer relationships that create deep customer satisfaction and product adoption. The springboard will allow for opportunities to grow the business.


Drive Customer Success activities and outcomes:

  1. Build and maintain relationships with our customers with empathy, timeliness, and transparency.
  2. Increase renewal rates and reduce churn.
  3. Opportunity identification to partner with Sales for Cross-sell/Up-sell.
  4. Influence future lifetime value through higher product adoption and overall health scores.
  5. Drive new business growth through greater advocacy and reference-ability.
  6. Operational excellence, including timely consumption engagement management, renewal enablement, and high-quality reporting and insights.
  7.  Crack our users issues, by phone or email or chat, by taking decisions and autonomously arbitrating complex cases.
  8. Go for the extra-mile, by not only solving their issues but delighting them thanks to your simple, efficient and caring communication.

Inspire company-wide culture of Customer Success:

  1.  Create company-wide culture of Customer Success.
  2. Drive company-wide definition of ideal customer.
  3. Create company-wide customer feedback loop.

 Be the customer’s voice across teams, working with:

  1. Sales around cross-sell, up-sell, and on selling with a retention focus.
  2. Marketing around marketing to existing clients.
  3. Product around driving product roadmap.
  4. Finance around measurement and forecasting.

Who will you work with?

●      Manager: Raman Bindra, AVP Customer Success at inFeedo

●      Peers: Deepshikha, Nidhi

●      And of course the rest of the jovial inFeedo team you'll find at the end of this page.

Requirements

What skills do you need?

We are looking for an enthusiastic and creative contributor with a desire for continuous learning and growth.

  1. Experience in customer-facing organisations, preferably enterprise technology in customer success.
  2. Experience of handling large and enterprise clients.
  3. Deep understanding of value drivers in SaaS business models.
  4. Ability to manage influence through persuasion, negotiation, and consensus building.
  5. Strong empathy for customers AND passion for revenue and growth.
  6. You want to help and serve our customers: They win, so you win.
  7. You’re driven: No one needs to push you to excel; it’s just who you are.
  8. Eager to learn, adapt and perfect your work; you seek out help and put it to effective use.
  9. Deep understanding of value drivers in recurring revenue business models.
  10. Excellent communication and presentation skills.

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, Manager, Client Relationship Management, Communication, Up-Sell, Cross-Sell