COCollegedunia
Manager - Customer Success
Bangalore ₹2-7 LPA Posted 12 Jun 2025
FULL TIME
Team Leadership
Customer Relationship Management
Job Description
- Customer Relationship Management
- Build and maintain strong relationships with key clients to ensure continued satisfaction and long-term partnerships.
- Serve as the main point of contact for escalated issues and high-value accounts.
- Understand customers' business goals and help align product use cases to drive results.
- Customer Success Strategy
- Develop and implement customer success frameworks that promote customer retention, adoption, and growth.
- Monitor and improve Net Promoter Score (NPS), customer health scores, and renewal rates.
- Define and track key performance metrics for customer success and satisfaction.
- Onboarding & Adoption
- Oversee customer onboarding processes to ensure smooth implementation and product adoption.
- Collaborate with implementation, support, and product teams to drive successful customer journeys.
- Provide guidance and best practices to help customers maximize product value.
- Team Leadership
- Manage and mentor a team of Customer Success Managers (CSMs) or specialists.
- Conduct regular team reviews, one-on-ones, and performance evaluations.
- Foster a culture of customer advocacy and accountability within the team.
- Cross-functional Collaboration
- Work with Product, Sales, Support, and Marketing to channel customer feedback into continuous improvement.
- Partner with Sales to support upselling and renewals.
- Represent the voice of the customer in internal strategy meetings.
- Customer Training & Enablement
- Oversee the development of training programs, documentation, webinars, and learning content.
- Drive customer education to encourage self-sufficiency and engagement.