Customer Success Manager

About Company:

Our Company has served almost Thirty Thousand plus Customers in the past Decade and has a Team size of 60 members with Offices in Chennai, Bangalore and Hyderabad.

Key Responsibilities:

Build and maintain strong, long-lasting client relationships and ensuring their needs are met and delivering a seamless post-sales experience that drives retention and growth. This role acts as the bridge between our clients and internal teams, ensuring consistent satisfaction and service excellence.

Drive field team discipline, AMC service delivery, and customer retention across regional operations while maintaining strict compliance, SLA adherence, and regional profitability.

Monitor customer health metrics and proactively address risks and opportunities.

Identify upsell and cross-sell opportunities and align our Team to close them.

Managing to ensure customer retention and customer satisfaction, coordinate as required with internal teams (operations, support, etc.) to resolve service issues quickly and efficiently.

Serve as a point of contact for resolving customer concerns and coordinating internal resources to ensure a seamless customer experience.

Track and analyse key account metrics - client usage, engagement and satisfaction metrics and report on KPI/other service quality indicators and modify SOP doing RCA.

Ensure service level agreements (SLAs) are met or exceeded and ensure Service operations are met with adequate training as required.