Customer Success Manager
- Netradyne
- 2 - 4 years
- Bengaluru
- 4 months ago
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Job Description
We are looking for a Customer Success Manager (CSM) to drive customer engagement, retention, and expansion at scale. This role is ideal for someone with a strong understanding of customer success processes, the scaled customer success model, and a growth-driven mindset . As a CSM, you will play a critical role in owning revenue expansion through proactive customer engagement and identifying opportunities for upsell and cross-sell .
Key Responsibilities:
Revenue Growth & Expansion: Identify expansion opportunities, work on upsell/cross-sell motions, and collaborate with sales to drive Net Revenue Retention (NRR) .
Retention & Churn Mitigation: Use customer data and insights to anticipate risks, proactively address challenges, and drive renewals.
Tech-Touch & Scaled Engagement: Manage a large portfolio of customers using automated and one-to-many engagement strategies to deliver consistent value.
Customer Experience: Foster strong relationships with customers, measure Customer Experience Scores (CES)
Strategic Account Management: Work with cross-functional teams to ensure a seamless customer journey, from onboarding to renewal and expansion.
Data-Driven Decision Making: Leverage customer health metrics to personalize engagement strategies and improve customer satisfaction.
Revenue Growth & Expansion: Identify expansion opportunities, work on upsell/cross-sell motions, and collaborate with sales to drive Net Revenue Retention (NRR) .
Retention & Churn Mitigation: Use customer data and insights to anticipate risks, proactively address challenges, and drive renewals.
Tech-Touch & Scaled Engagement: Manage a large portfolio of customers using automated and one-to-many engagement strategies to deliver consistent value.
Customer Experience: Foster strong relationships with customers, measure Customer Experience Scores (CES)
Strategic Account Management: Work with cross-functional teams to ensure a seamless customer journey, from onboarding to renewal and expansion.
Data-Driven Decision Making: Leverage customer health metrics to personalize engagement strategies and improve customer satisfaction.
Key Metrics for Success:
Net Revenue Retention (NRR) & Expansion Revenue (Primary KPI)
Customer Retention & Churn Rate
Customer Experience Score (CES)
Adoption & Product Usage Metrics
Net Revenue Retention (NRR) & Expansion Revenue (Primary KPI)
Customer Retention & Churn Rate
Customer Experience Score (CES)
Adoption & Product Usage Metrics
Key Qualifications & Skills:
Experience: 2-4 years in Customer Success, Account Management, or a related role in a SaaS company .
Revenue Ownership Mindset: Comfortable with identifying and executing expansion opportunities.
Scaled Customer Success Expertise: Understanding of customer segmentation, automation, and digital-first engagement strategies.
Customer-Centric & Growth-Oriented: Passion for driving customer success while being accountable for revenue growth .
Analytical & Data-Driven: Ability to interpret customer data, predict risk, and take proactive action.
Strong Communication & Influence Skills: Ability to engage decision-makers and drive value-based conversations.
Tech-Savvy: Familiarity with Gainsight and CRM platforms like Salesforce .
Experience: 2-4 years in Customer Success, Account Management, or a related role in a SaaS company .
Revenue Ownership Mindset: Comfortable with identifying and executing expansion opportunities.
Scaled Customer Success Expertise: Understanding of customer segmentation, automation, and digital-first engagement strategies.
Customer-Centric & Growth-Oriented: Passion for driving customer success while being accountable for revenue growth .
Analytical & Data-Driven: Ability to interpret customer data, predict risk, and take proactive action.
Strong Communication & Influence Skills: Ability to engage decision-makers and drive value-based conversations.
Tech-Savvy: Familiarity with Gainsight and CRM platforms like Salesforce .
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: NetradyneLocation(s): Bengaluru+ View Contact
Keyskills: Automation Usage Analytical Customer retention Account management Customer experience Revenue expansion Customer engagement Operations CRM
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