Manager - Customer Success - SaaS/B2B

Key Responsibilities:

Client Onboarding & Relationship Management:

- Seamlessly onboard new customers and guide them through the platform.

- Develop and maintain strong relationships with key stakeholders in client accounts.

Customer Success Strategy:

- Proactively monitor customer health metrics to identify potential issues and opportunities for upselling/cross-selling.

- Proactively resolution of customer's query.

- Develop and execute customer success plans tailored to each client's business goals.

Product Adoption & Training:

- Provide clients with in-depth knowledge of AiSensy's platform to improve product usage.

- Organize and conduct product training sessions for clients.

Escalation & Support Management:

- Resolve client escalations promptly and provide actionable solutions.

- Act as the point of contact for client queries and coordinate with internal teams for resolution.

Payment Collection:

- Monitor client payment statuses and coordinate payment collections in a timely manner.

- Follow up with clients regarding overdue payments and maintain accurate records of transactions.

Customer Feedback & Insights:

- Regularly gather customer feedback and share insights with the product and operations teams to enhance the platform.

- Provide monthly performance reports to clients, showcasing the ROI and success metrics.

Data-Driven Decision Making:

- Track and analyze key success metrics such as Net Promoter Score (NPS), churn rates, and product usage trends.

Key Qualifications:

- Experience: 3-5 years in Customer Success, Account Management, or similar roles in a SaaS/B2B environment.

- Skills: Strong interpersonal, communication, and problem-solving skills.

- Payment Management: Experience in coordinating with clients for timely payments is highly preferred.

- Tools Expertise: Familiarity with CRM tools (e.g, HubSpot, Salesforce, Zoho) and analytics platforms.

- Familiarity with customer success metrics like NPS, CSAT, and churn rates.

- Education: Bachelor's degree in Business, Marketing, or a related field.

- MBA is a plus.

- Mindset: Customer-focused, empathetic, and driven by results