Customer Success Manager

• We are seeking a highly driven Customer Success Manager with a strong blend of technical and business expertiseideally an MBA with a BE/Engineering degreeto join our fast-growing CMMS (Computerized Maintenance Management System) SaaS team.
• This role is pivotal in ensuring our customers achieve maximum value from our platform, leading to long-term retention, product adoption, and customer satisfaction.

1) Customer Onboarding & Adoption

• Lead end-to-end onboarding for new clients, including requirements discovery, configuration, data migration coordination, and training.
• Develop tailored onboarding plans to ensure successful product adoption based on each customer's maintenance workflows.

2) Relationship Management

• Build strong, trusted advisor relationships with key stakeholdersmaintenance managers, facility heads, plant engineers, and executives.
• Serve as the primary point of contact for strategic accounts, ensuring proactive and timely communication.

3) Product Expertise & Guidance

• Become a subject-matter expert in our CMMS platform and maintenance operations best practices.
• Analyze customer usage data to provide insights and recommendations to optimize preventive maintenance, asset management, and work order processes.

4) Retention & Growth

• Drive renewals by demonstrating clear ROI and value delivered.
• Identify upsell/cross-sell opportunities by matching customer needs with product capabilities.

5) Support & Issue Resolution

• Collaborate closely with Product, Engineering, and Support teams to resolve customer issues and ensure the voice of the customer is heard in product roadmaps.
• Monitor customer health scores and intervene proactively to reduce churn.
• Knowledge in English, Hindi and one Regional Language required

Qualification : - B.E. / B. Tech. / M.E. / M.Tech. / MCA. with MBA Preferred.