Customer Success Manager

About this role

• Minimum 4-5 years' relevant experience
• Willing to work in Night shifts
• 80% work from office
• Location – Hyderabad
• Preferably working in a SaaS based company
• Should have had at least 2-3 years’ experience managing a portfolio max 50 customers with an ACV of min $1M USD.
  
  

• Renewal Management (Contracts, negotiations)
• Risk identification and mitigation
• Identifying upsell opportunities
• Providing help, guidance and demos to customers
• Being customers' advocate internally - expedite issue resolution
  
  

• Ensures high client satisfaction and account success
• Develop and Monitor Customer Value Plan through regular account reviews
• Drive product adoption and overall account health through coordination of critical escalations, reviewing aged Support tickets, advising on features, answering usage, product and workflow questions to ensure feature adoption, etc.
• Initiates and help prepare for, attend and participate in quarterly business reviews (B2B CSM owns QBR)
• Advocate for customer if they require additional support from other teams (ATS, Tamed.)
• Partner with Technical Account Manager when Services is purchased to entire 100% customer satisfaction Quarterback internal processes essential to client success based on predefined guidelines
• Ensure seamless client experience across implementation, product performance, and billing based on predefined guidelines
• Manage and resolve client escalations related to product performance, billing, and other operational issues as per given SOPs
• Fulfil client requests for basic product demos / calls
• Track client usage and adoption metrics including Revenue Support the client success sales cycle
• Execute standard renewals (i.e. renewals with no change in terms) and non standard renewals in coordination with LiveRamp personnel
• Track renewal timelines and leading indicators of churn (e.g. revenue contraction or change in customer health score)
• Identify gaps in people, process & technology that prevent clients from realizing value and communicating a plan for closing all gaps with leadership
• Partner with Commercial Team (AE, CL, MD) by coordinating internal efforts to develop customized solutions for upsell
• Identify and Advise Commercial Lead on upsell/ Expansion opportunities
• Negotiating Commercial Terms on Contracts