Position Details
Role: Customer Success Manager
Location: Bangalore
Job Type: Full-time, Work from Office
Experience: 7–8 years

We are looking for an experienced Customer Success Manager to lead and mentor our team of Customer Success Executives. This role involves ensuring smooth onboarding, driving customer adoption, resolving escalations, and fostering long-term customer relationships. You will work closely with cross-functional teams to improve customer satisfaction, retention, and ultimately, revenue growth. As a key player in the Customer Success team, you will be responsible for providing strategic guidance to clients and the team, helping them maximize the value of our product.

Key Responsibilities

Customer Onboarding & Engagement

• Lead and manage the onboarding process for new clients, ensuring they experience seamless integration and adoption of the platform.
• Conduct in-depth product training and provide ongoing support to customers, helping them get the most out of the platform.
• Serve as the primary point of contact for assigned customers, establishing strong, trust-based relationships and advocating for their needs.

Customer Support & Issue Resolution

• Provide timely responses to customer queries, offering expert advice and troubleshooting assistance when needed.
• Effectively handle escalations by addressing high-priority issues and ensuring resolution within the defined timelines.
• Collaborate with the backend teams to report and resolve product bugs or technical issues, coordinating with other departments as necessary.
• Utilize remote support tools like Anydesk and TeamViewer to troubleshoot customer problems and provide hands-on assistance when required.

System & Process Management

• Manage and maintain CRM tools to ensure accurate and up-to-date customer records, ensuring every customer interaction is tracked.
• Create, manage, and follow up on tickets within Azure DevOps for bug fixes and feature requests, ensuring customer issues are resolved quickly.
• Coordinate with third-party platforms, including real estate portals and social media sites, for any necessary integrations or technical support.

Customer Satisfaction & Retention

• Monitor customer health metrics such as CSAT (Customer Satisfaction) and NPS (Net Promoter Score) to track satisfaction levels and identify opportunities for improvement.
• Proactively address at-risk customers and work to reduce churn by implementing retention strategies and providing timely intervention when needed.
• Adhere to First Response Time (FRT) standards for all customer communications, especially through platforms like WhatsApp Business, to ensure a high level of service consistency.

Revenue Growth & Community Building

• Identify cross-sell and upsell opportunities, working closely with the sales team to share insights and strategies that can drive additional revenue.
• Collect referrals from satisfied clients to help grow the customer base and expand business opportunities.
• Actively contribute to building a strong customer community, encouraging engagement and loyalty through educational content, webinars, and product usage tips.

Team Leadership & Collaboration

• Lead, mentor, and manage a team of Customer Success Executives, providing guidance on best practices, performance expectations, and professional development.
• Collaborate closely with cross-functional teams, including sales, product, and marketing, to ensure customer success initiatives are aligned with overall business objectives.
• Train and onboard new team members, helping them understand the product, processes, and customer success best practices.
• Track team performance and provide regular feedback to ensure high standards of service and engagement are maintained.

Requirements

• 7-8 years of experience in a Customer Success or Account Management role, ideally within a SaaS or technology-driven environment.
• Proven experience in escalation handling and resolving complex customer issues with a high level of customer satisfaction.
• Familiarity with CRM systems like Salesforce, HubSpot, or similar platforms, and experience using remote support tools such as Anydesk or TeamViewer.
• Strong proficiency with ticketing tools like Azure DevOps, with a solid understanding of creating and managing support tickets for product issues.
• Exceptional interpersonal and communication skills, with the ability to build rapport, manage customer relationships, and handle difficult situations effectively.
• Demonstrated ability to lead a team, manage customer retention efforts, and identify opportunities for account growth.
• Analytical mindset with the ability to interpret customer data and feedback to drive actionable improvements in the customer experience.

Why Leadrat?

• Dynamic Work Environment: Be part of a fast-paced, innovative company where your contributions make a significant impact.
• Career Growth: Excellent opportunities for professional development and career advancement within the Customer Success team and beyond.
• Competitive Compensation: Attractive salary and benefits package.
• Collaborative Culture: Work with cross-functional teams and contribute to shaping the customer experience across the organization.

If you’re passionate about driving customer success, mentoring a team, and maximizing customer value, we would love to hear from you. Apply now to join the Leadrat team and help our customers thrive!

Leadrat is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.