Customer Success Manager

Job Location:100% remote

Employee Location:India

Shift timings: 6PM to 2 AM IST

About the Role:

The Customer Success team is responsible for driving adoption and long-term value realization for our customers by helping maximize desired outcomes. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales, etc.) to advocate for our customers and ensure a high-quality experience through their lifecycle as a Prezent customer.

To excel in this role, we are seeking candidates with 4 to 6 years of relevant work experience as a Customer Success Manager. As a valuable member of our team, you will need to demonstrate strong communication and relationship-building skills. Your ability to understand customer needs and translate them into effective strategies will be essential in driving customer satisfaction and success.

Key Responsibilities:

Account Management and Growth

• Proactively manage and expand these relationships to drive increased adoption and utilization of Prezent's solutions.
• Oversee a growing portfolio of client accounts, each with unique team structures and varying stages in their lifecycle.
• Cultivate strong relationships with key stakeholders within each account to gain a deep understanding of their business goals and objectives.

Customer Retention and Expansion

• Partner closely with the Sales team to achieve high customer retention rates and identify opportunities for expansion and upselling.
• Implement proactive account monitoring and risk assessment strategies to identify and mitigate potential churn factors.
• Conduct regular check-in calls to address tactical needs and perform strategic business reviews to ensure alignment between customer objectives and outcomes.
• Develop and execute customer adoption programs to maximize the value customers derive from Prezent's software.

Product Adoption and Advocacy

• Spearhead the introduction and implementation of new products and features within each account.
• Collaborate with Marketing to showcase customer success stories and promote Prezent's value proposition.
• Act as a liaison between customers and internal teams, channeling customer feedback to improve Prezent's offerings.
• Work closely with the Product team to track and address product improvement requests, troubleshoot issues, and manage bug reports.

Relationship Building

• Ability to cultivate and maintain strong interpersonal connections with clients across all organizational levels.
• Skilled at building rapport, trust, and credibility with clients through active listening, empathy, and clear communication.
• Proficient in identifying and understanding client needs, motivations, and concerns.
• Adept at managing client expectations and delivering on commitments.

Customer Focus

• Committed to providing exceptional customer service and support.
• Proactive in anticipating and addressing client needs.
• Dedicated to ensuring client satisfaction and success.
• Skilled at gathering and analyzing client feedback to improve products and services.

Strategic Thinking

• Ability to develop and implement long-term account growth plans.
• Proficient in identifying and capitalizing on business opportunities.
• Skilled at analyzing market trends and competitor activity.
• Adept at forecasting and mitigating risks.

Requirements:

• Experience in Customer Success, Consulting, Sales, Professional Services or Account Management.
• Experience working directly with large commercial/enterprise customers and directors to SVPs; SaaS experience is a must.
• Working knowledge of common SaaS solutions such as Salesforce, O365, Zoom, and G Suite is a plus.
• Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. Startup experience is a plus.
• Strong customer facing and presentation skills with the ability to establish credibility with multiple stakeholders
• Has handled difficult customers or situations and can demonstrate resolutions.
• Proficiency in Salesforce and ServiceCloud preferred.
• You enjoy planning, adjusting, executing, winning, and celebrating as a team.

Benefits:

• ESOPs: You'll be eligible for Employee Stock options.
• Incentives: Competitive commission based on Gross Retention, User activation and Customer Health.
• Comprehensive Benefits: Flexible, top-tier benefits package in line with India market standards.
• Remote Work Culture: Fully remote with best-in-class collaboration tools (Salesforce, Gong, Apollo, etc.).
• Professional Growth: Thrive in a fast-paced environment that encourages innovation, continuous learning, and career progression.