Senior Customer Success Manager
Buildkonnect, India

We are seeking a talented and dynamic Senior Customer Success Manager in Bangalore for our client, one of the top Digital Adoption Platform (DAP) for Enterprises. They are disrupting the way Learning content and Application Support are consumed. They provide large enterprises (Mostly Fortune 1000 companies) with a SaaS platform that helps accelerate product adoption and reduce support/training efforts by providing

Role Overview:

This Customer Success Manager will manage a team of representatives who will offer excellent customer service and after-sales support. The Customer Success team is of around 75 members is working with large enterprises spread across the North American (70%), European (20%), and ANZ (10%) regions.

Key Responsibilities:

• Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period
• Provide product training to enable the customers to realize the potential of the Client
• Identify product usage gaps and provide actionable solutions to the customers
• Build value-based relationships with customers and create the Client's champions
• Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI,
• Drive desired customer outcomes through a consultative approach
• Ensure customer retention by negotiating and closing renewals
• Identify opportunities of upselling and cross-selling along with the Account Managers
• Identify appropriate business use cases where the Client can be deployed
• Establish deployment goals and desired success outcomes and then develop a plan to carry them out successfully
• Have a strong business sense to keep looking out for new use cases and solutions using the Client to create a win-win situation with customers
• Communicate and brain-storm with the product team on customer feedback and help refine product roadmap
• Work with the marketing team to execute customer surveys, case studies, etc
• Identify and Process Success milestones for the customers
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Drive customer advocacy through reviews, testimonials, customer meetups; and creating a center of excellence within the customer's organization

Requirements to succeed:

• Has 6 to 14 years of work experience (CSM - 6 to 9 yrs; Sr CSM - 9 to 12 yrs; Lead or Principal CSM - More than 12 yrs) in a high-touch Customer Success / Strategic Consulting role in a B2B SaaS or Tech Product based company
• Being an organization that believes in a flat hierarchy, we have only 1 people manager per region for the CS team and everyone else, including those with 15+ yrs of Customer Facing experience add value to the Client and its Customers in the capacity of an individual contributor
• Should be open to aligning with the US / EU time zone (4:30 PM to 1:30 AM / 1 PM to 10 PM IST). Note - The company does provide free lunch + dinner, and a cab drop facility with an additional allowance for the ones working in the US time zone.
• Showcases exemplary written and verbal communication skills to work along with Global Customers
• Has worked directly with Large Enterprise Customers in the Americas or European region
• Has an exceptional ability to communicate and foster positive business relationships
• Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products
• Managed customers across different segments in the past and knows how to manage them differently
• Exhibits a true passion for customers and for Customer Success

Job Rewards and Benefits