Customer Success Manager

Designation: Customer Success Manager

Location : Bangalore

About Us

Zaggle is a B2B2C SaaS FinTech company, digitizing spends to drive growth and unlock value through automated and innovative workflows. Zaggle is a market leader in the space of Spend Management and is one of the few profitable and listed (NSE: ZAGGLE) new age companies in India. We offer to corporates a unified software cum payments platform for the employee expense, benefits, rewards as well as their vendor payments and channel incentives. We are form factor agnostic and offer a variety of payments instruments including corporate credit cards, purchase cards, virtual cards, Prepaid cards, wearables etc issued in partnership with leading banks like Kotak Mahindra Bank, ICICI Bank, Yes Bank, SBI Cards, IndusInd Bank amongst others.

Our platform solutions are sector-agnostic, and our network of corporate customers covers the BFSI, Technology, Healthcare, Manufacturing, FMCG, Infrastructure and Automobile industries, among others. Some of our well-known customers include TATA Steel, Persistent Systems, Toshiba, Inox, Pitney Bowes, Wockhardt, PCBL (RP –Sanjiv Goenka Group) and Greenply Industries to name a few.

Visit us at www.zaggle.in to know more about us!

Roles and Responsibilities

Relationship Management:

1. Build and maintain strong relationships with key business and executive stakeholders within customer organizations.
2. Develop a deep understanding of each customer's business objectives and align product capabilities to deliver measurable outcomes.
3. Conduct regular business reviews (QBRs/EBRs) to demonstrate value realization, review performance metrics, and identify opportunities for improvement.

Customer Adoption:

1. Drive product adoption by promoting best practices, enabling users, and increasing utilization of key features and modules.
2. Monitor customer health, usage patterns, and engagement to proactively identify risks and recommend corrective actions.
3. Work closely with implementation, support, product, and engineering teams to ensure customers achieve desired business outcomes.

Revenue Retention & Growth

1. Own customer renewals and contribute towards achieving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
2. Identify and develop opportunities for upselling, cross-selling, and increasing product penetration across existing accounts.
3. Drive growth in transaction volumes and overall customer engagement wherever applicable.

Customer Health & Risk Management

1. Maintain customer health scores and proactively identify accounts showing early signs of churn or reduced engagement.
2. Develop and execute success plans for at-risk customers to improve adoption, strengthen relationships, and mitigate churn.
3. Track customer milestones, renewal risks, and account performance using CRM and customer success tools.
4. Ensure timely communication of customer risks and opportunities to internal stakeholders.

Operational Excellence

1. Maintain accurate customer records, account plans, opportunity updates, and engagement activities within the CRM system.
2. Prepare periodic customer success reports, dashboards, forecasts, and executive updates.
3. Ensure adherence to defined service levels, governance processes, and customer success operating procedures.
4. Collaborate effectively across Sales, Implementation, Product, Finance, Support, and Operations teams to deliver a seamless customer experience.
5. Followup regularly with the client for payment collection and ensuring the collection is within the DPD limit.

Qualification:

• Bachelors and / or MBA.

Must Have's

• 5-6 years of experience in Customer Success including experience of growing relationship via cross-selling/upselling
• Strong analytical skills with the ability to interpret data and make strategic recommendations.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and departments.
• Demonstrated ability to manage multiple clients and priorities in a fast-paced environment.
• Results-oriented mindset with a track record of driving measurable business impact through growth strategies.
• Open to travel based on the business need

Personal Attributes:

• Excellent People Management.
• Bold, ambitious & go-getter.
• Analytical & Solutioning mindset and number driven.
• Ownership.
• Excellent networking and relationship-building skills.
• Strong commercial acumen.
• New age consultative selling.
• Customer service orientation – Value-based.
• Ability to work in a high-energy, fast-paced environment.
• Can carve their own path.