Saasvaap - Customer Success Manager

About the Role:

- We are looking for a Customer Success Manager (CSM) to build long-term relationships with our clients and ensure they derive maximum value from our products and services.

- The ideal candidate is customer-centric, proactive, and thrives in a cross-functional environment, acting as the trusted advisor to ensure product adoption, retention, and overall customer satisfaction.

- You will play a key role in onboarding new clients, driving engagement, and minimizing churn, while identifying opportunities for upselling and expansion.

Key Responsibilities:

- Client Relationship Management

- Serve as the primary point of contact for a portfolio of assigned clients

- Develop strong, trusted relationships with key stakeholders and decision-makers

- Act as a customer advocate internally, representing their needs across product, engineering, and support teams

- Onboarding & Adoption

- Own and manage the end-to-end onboarding process for new clients, ensuring a seamless handoff from sales

- Drive product adoption by delivering training, resources, and best practices tailored to client goals

- Monitor usage patterns and proactively reach out to ensure healthy engagement

- Customer Retention & Growth

- Ensure customer satisfaction, high retention rates, and drive renewals

- Identify upsell and cross-sell opportunities and collaborate with sales/account managers to execute them

- Track client health scores and address issues before they impact the relationship

- Reporting & Feedback

- Provide regular updates and Quarterly Business Reviews (QBRs) with clients

- Gather and relay client feedback to the product and engineering teams to influence roadmap decisions

- Use tools like Gainsight, HubSpot, Salesforce, or Zoho to manage customer data and interactions

- Issue Resolution & Support

- Triage client issues effectively, collaborating with support and engineering teams as needed

- Maintain detailed documentation of customer communications and action items

- Continuously work to improve the customer journey and internal CSM processes

Required Skills & Qualifications:

- 4-5 years of experience in Customer Success, Account Management, or Client Services

- Proven ability to manage multiple client relationships with a focus on long-term satisfaction and growth

- Excellent verbal and written communication, negotiation, and presentation skills

- Proficiency with CRM platforms and CSM tools

- Ability to understand and explain technical products to both technical and non-technical users

- Strong problem-solving and project management skills