Customer Success Manager; Csm

Ahmedabad , 1 Position
Experience: 5+ years of experience in customer success, account management, or enterprise sales.
Qualification: Background in SaaS, Unified Communications, or IT/Tech solutions. Bachelor’s or Master’s degree in Business, IT, or related field. Experience working with international B2B clients in a fast-paced environment.

About the Role:

We are looking for a proactive and customer-focused Customer Success Manager (CSM) to manage and grow relationships with our key clients across India, Middle East (ME), and APAC regions. The ideal candidate will be responsible for driving customer satisfaction, ensuring timely payments, identifying upselling and cross-selling opportunities, and supporting account expansion initiatives to maximize client value and revenue growth.

Requirements:

• 5+ years of experience in customer success, account management, or enterprise sales.
• Prior experience managing clients from India, Middle East, or APAC preferred.
• Strong communication, relationship-building, and negotiation skills.
• Proven track record of upselling/cross-selling to existing customers.
• Ability to manage multiple accounts and prioritize effectively.
• Familiarity with CRM tools (e.g., Hub Spot, Salesforce) and billing platforms.

Key Responsibilities:

Account Management

Act as the main point of contact for key accounts post-onboarding.
Build deep and trusted relationships with decision-makers and stakeholders.
Conduct regular check-ins, reviews, and success planning with clients.

Revenue Growth

Identify opportunities for upselling and cross-selling of products.
Collaborate with the sales and product team to offer tailored solutions based on client needs.
Drive product adoption and customer retention strategies.

Payment Management

Follow up on monthly recurring payments and ensure timely collections.
Coordinate with the finance team and provide payment status updates.
Resolve any billing-related queries or escalations from clients.

Expansion and Strategic Growth

Explore expansion opportunities within existing accounts (new geographies, departments, or use cases).
Support customer lifecycle growth plans from pilot to enterprise-wide adoption.

Customer Advocacy & Retention

Monitor client satisfaction through feedback loops and NPS surveys.
Work towards renewing contracts and increasing account longevity.
Serve as a client advocate internally and ensure their voice is heard.

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