Customer Success Manager

Position:

This is a leadership role involving building and managing a team of key account managers. You will have to develop a thorough understanding of Tracxn's SaaS product and offerings, understand customer use cases and drive customer engagement. You will be responsible for streamlining processes for the entire customer lifecycle from onboarding to churn. Customer interaction will be primarily driven by your team. You will be expected to provide guidance to the team and engage with customers during escalations..

Key Responsibilities

• Oversee Customer Success functions including customer onboarding, resolving customer queries, driving customer engagement, and managing renewals.
• Develop a thorough understanding of Tracxn's SAAS product and offerings
• Liaise with Analyst, Finance, and Legal team to resolve customer queries
• Drive the implementation of customer engagement projects
• Identify the reasons for customer churn and help prevent it
• Train and manage a team of Key Account Managers

Timings

12 pm - 9 pm IST

What we are looking for:

Excellent written and verbal communication skills

Have 'Customer Empathy' - ability to identify and understand a customer's situation and motives

Thorough understanding of a customer lifecycle (customer success functions) in a B2B SAAS company

Experience of managing a team with at least 5-6 direct reportees

What can you expect at Tracxn

Meritocracy driven, candid culture. no politics

Like-minded intellectually curious colleagues

High paced learning. Continuous mentorship to help achieve peak potential