About the Role:
We are looking for a proactive and dynamic Customer Success Manager (CSM) with a strong background in CX product environments and a solid understanding of BPO operations. As a CSM, you will be the primary point of contact for our clients, ensuring successful onboarding, adoption, and ongoing satisfaction with our solutions. You will act as a trusted advisor, advocate for client needs, and play a critical role in client retention and growth.
Key Responsibilities:
- Own the post-sale customer relationship, ensuring successful onboarding, product adoption, and overall satisfaction.
- Understand client business objectives and map them to our CX solutions for measurable outcomes.
- Proactively monitor account health and usage metrics, identifying and addressing risks to drive retention and renewals.
- Collaborate with cross-functional teams (Product, Sales, Support, and Operations) to ensure client needs are met.
- Drive customer engagement through QBRs, product roadmap sessions, and success planning.
- Lead process improvement initiatives and influence best practices within customer organizations using insights from BPO and CX experience.
- Identify opportunities for upselling and cross-selling in collaboration with the sales team.
- Document customer feedback and advocate for customer needs in internal planning and product development.
Required Qualifications:
- Minimum 5 years of experience in a Customer Success, Account Management, or similar client-facing role in the CX product domain.
- Prior experience working in or with BPOs is essential, with a strong understanding of operational workflows and metrics.
- Strong understanding of CX tools, SaaS products, and customer journey mapping.
- Exceptional communication, problem-solving, and stakeholder management skills.
- Ability to analyze data and metrics to inform decision-making and demonstrate value.
- Self-motivated, organized, and able to manage multiple client relationships simultaneously.
Preferred Qualifications:
- Experience with tools like Zendesk, Freshdesk, Salesforce, Gainsight, or similar CX/CRM platforms.
- Exposure to global clients and ability to manage expectations across time zones.
- Knowledge of CS methodologies like Success Planning, Health Scoring, and Lifecycle Management.
Why Join Us?
- Work with cutting-edge CX solutions transforming digital engagement.
- Be part of a collaborative and high-performance team culture.
- Growth opportunities in a fast-scaling business environment.