About your new role

 As a Customer Success Manager, you would be the single point of contact between the Key Clients and

the internal teams.

 Client Relationship Building - The Customer Success Manager would be responsible for building

effective relationships with some of the key clients and maximizing revenue from the assigned existing

accounts.

 Scaling/Upselling Key Accounts - Identifying upselling opportunities across the key existing

clients and expanding relationship with them by continuously proposing new solutions and

ensuring that revenue enhancement is achieved in line with the company’s objectives.

 Collaborate with the Account Managers to discover opportunities of optimization, and drive campaign

performance through implementation of best practices

 Apart from building strong communication channels at all levels of the client’s organization, the CSM

would also be responsible for setting proper expectations and ensuring that performance is maintained

 Conducting regular review meetings with the client to keep them apprised of the progress of their

campaigns, gather feedback from them and facilitate troubleshooting wherever necessary, present future

plan of action along with forecasts using key account metrics.

 Escalation Management - Proactively support customers by effectively handling their escalations

through understanding of the client's critical priorities, solving the complex blockers and ensuring

delivery of the promised deliverables within the communicated time frame

 Conduct diagnostics and identify gaps in the customer& setup and processes; evangelize and guide

customers to implement improvements which could boost output

What Makes You A Great Fit:

 Strong negotiation skills, with the ability to follow-through on client contracts

 Excellent verbal and written communication skills; must be a listener, a presenter, and a

people-person ∙ Result-oriented and self-motivated to quickly iterate to deliver desired

outcomes

 Experience in interacting with key client executive influencers, and building trusted relationships across

the client organization

 Hunter mentality that builds win win relationships

Customer Success Manager

Job Description