Customer Success Manager (B2B)

Responsibilities:

• Own overall relationship with assigned clients, which includes increasing adoption, ensuring retention and satisfaction.
• Develop, prepare, and nurture customers for Account growth.
• Handhold clients from the sales closure stage to onboarding, training, governance, reporting and providing continued support.
• Work to identify and/or develop upsell opportunities.
• Advocate customer needs/issues cross-departmentally.
• Program manage account escalations.
• Collaborating with Sales, Product Management and Solutioning.
• Create reports, notes, presentations for business review discussions.

Qualifications

• 2+ yrs of prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Total experience: 4+ years
• Experience in Training and Education will be desirable.
• Prior experience in SaaS is preferred.
• Experience in handling Strategic Enterprise clients in the US market will be desirable.
• MBA/Masters is desirable.

Requirements

• You're driven: No one needs to push you to excel; it's just who you are.
• Very good written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
• You want to help and serve our customers: They win, so you win.
• Working exposure in APAC business hours & rotational schedules
• Knowledge of Salesforce and Intermediate MS Excel Skills preferred