Customer Success Manager (SMB)
Location
Bangalore | India
Job description
The Customer Success Manager (CSM) oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators.
As the key contact point for the customer relationship on Diligent products. The CSM will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction.
The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and automatic touchpoints throughout the lifecycle to ensure an exceptional customer experience. This role will support the EMEA or APAC region.
Key Responsibilities
- Renew and grow a set of customer accounts by proactively anticipating needs, using technology and automation to provide an excellent customer experience measured by revenue retention and customer product usage.
- Collaborate with other Customer Success and Digital functions to ensure digitally-led customer journeys are operating effectively and reported on accurately.
- Increase overall client satisfaction with Diligent measured through Net Promoter Score and other customer feedback surveys.
- Provide a seamless and best in class customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent applications.
- Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
- Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads.
- Build and maintain key account activities with stakeholders and facilitate vendor accreditation requirements.
Required Experience/Skills:
- 1 to 3 years of experience in customer success or account management (preferably in a SaaS environment)
- Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives.
- Strong data analysis and creative problem-solving ability, with a natural curiosity around the client s business needs.
- High level of resilience and a positive attitude when faced with adversity.
- Passionate about technology with a solution-centric mindset and identifying solutions to make your customers successful.
Preferred Experience/Skills:
- Experience in sales CRM applications such as Salesforce.
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