Customer Success Account Manager

Customer Success Account Manager

Experience: 2–5 Years

Work Mode: Remote

Working Hours: 6:30 AM – 2:30 PM IST (Flexible based on client and business requirements)

Client Base: Primarily Australia and New Zealand clients.

About the Role:

We are looking for a proactive and customer-focused Customer Success Account Manager to manage and grow relationships with our clients, primarily based in Australia and New Zealand.

The ideal candidate will be responsible for ensuring customer satisfaction, driving product adoption, managing client relationships, and supporting customer retention and growth. This role requires excellent communication and stakeholder management skills, along with the ability to work effectively with international clients across different time zones.

Key Responsibilities:

● Manage and build strong, long-term relationships with assigned US and Australian clients.

● Act as the primary point of contact for customers and ensure a seamless customer experience

● Lead customer onboarding and ensure successful adoption and utilization of products or services.

● Conduct regular client check-ins, account reviews, and business discussions.

● Understand customer business objectives, challenges, and requirements and provide appropriate solutions.

● Proactively monitor account health and identify potential risks related to customer satisfaction, engagement, or churn.

● Manage customer concerns and escalations and coordinate with internal teams to ensure timely resolution.

● Work closely with Product, Engineering, Sales, and Support teams to address client requirements and deliver solutions.

● Drive customer retention, renewals, and long-term account growth.

● Identify opportunities for upselling and cross-selling based on customer needs.

● Prepare and present customer success plans, reports, and business reviews.

● Gather client feedback and share insights with internal stakeholders to support continuous improvement. ● Maintain accurate records of customer interactions, account updates, and activities in CRM systems. Required Skills & Qualifications

● 2–5 years of experience in Customer Success, Account Management, Client Relationship Management, or a similar customer-facing role.

● Experience managing international clients, particularly NZ and/or Australian customers, is highly preferred.

● Experience working in a B2B, SaaS, technology, or enterprise environment is preferred.

● Excellent verbal and written communication skills with the ability to confidently interact with senior stakeholders.

● Strong customer relationship and stakeholder management skills.

● Ability to understand business requirements and provide customer-focused solutions.

● Strong problem-solving, negotiation, and conflict-resolution skills.

● Ability to manage multiple accounts and priorities independently.

● Experience with CRM platforms and customer success tools is preferred.

● Highly organised, proactive, and comfortable working in a remote, fast-paced environment.

● Flexibility to adjust working hours occasionally based on client meetings and business requirements.