Customer Success Manager - US (3-6 Years) @ Tracxn

Job Description

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

• 6 pm - 3 am 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

Founders:

• Neha Singh (ex-Sequoia, BCG | MBA - Stanford GSB)
• Abhishek Goyal (ex-Accel Partners, Amazon | BTech - IIT Kanpur)

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Customer Success Customer Experience Key Account Management Customer Engagement B2B SAAS Customer Life Cycle Management Client Engagement Client Satisfaction