e-Hireo
Website:
ehireo.com
Job details:
JOB DESCRIPTION
Experience : 5 - 10 Yrs
Location : Bengaluru
Designation : Customer Success Manager
About Company :
It is an AI-powered mobile platform that helps companies build and maintain high-performing sales teams by delivering continuous, personalized learning and training.
Key Responsibilities:
1. Customer Onboarding & Training
• Lead end-to-end onboarding for new customers.
• Conduct product demos, training sessions, and workflow setup tailored to customer needs.
• Ensure customers achieve their first value within defined timelines.
2. Account Management & Relationship Building
• Build trusted relationships with key stakeholders (CXOs, decision-makers, end users).
• Act as the main point of contact for customer queries and strategic discussions.
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), and business alignment meetings.
3. Product Adoption & Engagement
• Monitor product usage and proactively identify risks or areas of improvement.
• Drive adoption of new features and ensure customers leverage the platform fully.
• Create and share best practices, playbooks, and tailored solutions.
4. Retention, Renewals & Expansion
• Own customer retention goals and renewal discussions.
• Identify upsell/cross-sell opportunities in collaboration with Sales.
• Reduce churn by addressing issues early and driving customer health strategies.
5. Customer Advocacy & Feedback
• Capture customer feedback and work closely with Product, Engineering, and Support teams to resolve issues.
• Contribute to building case studies, testimonials, and customer advocacy programs.
• Represent customer voice internally to influence roadmap priorities.
6. Reporting & Metrics
• Track customer health score, usage analytics, NPS, CSAT, and churn risks.
• Prepare insights and reports on customer performance and engagement.
Required Skills & Qualifications
• 5–7 years of experience in Customer Success, Account Management, or Solution Consulting (B2B SaaS experience preferred).
• Strong understanding of SaaS metrics: churn, NRR, GRR, adoption, expansion, NPS.
• Excellent communication, presentation, and stakeholder-management skills.
• Ability to understand technical concepts and translate them for customers.
• Proven track record of managing enterprise or mid-market customers.
• Comfortable working with CRM/CS tools (HubSpot, Salesforce, Gainsight, Freshsuccess, or similar).
Nice-to-Have
• Exposure to API-based or integration-heavy SaaS platforms.
• Prior experience in Product-Led Growth (PLG) environments.
• Certifications such as CCSM, CSM, or similar.
Click on Apply to know more.