Senior Customer Success Manager

ResponsibilitiesKey GoalsDeliver high-quality inbound / outbound support operations for clients across channels, ensuring customer satisfaction through efficient and consistent service.Drive revenue growth by identifying upsell and cross-sell opportunities during clients interactions, while optimizing costs and improving overall account value.Onboarding & Client TransitionOwn the client onboarding process to ensure a smooth transition from the sales phase to the post-sale relationship.Facilitate a thorough understanding of the client's needs, challenges, and goals during the onboarding phase.Define success metrics and deliver key outcomes within the first 30–60–90 days, setting both internal and external expectations. Customer Relationship ManagementAct as the primary point of contact for assigned clients, understanding their unique needs and acting as their representative within SquadStack.Build deep client relationships by understanding their business objectives, operational challenges, and long-term goals.Proactively engage with clients to ensure they achieve their desired outcomes, maximizing ROI from our platform. Daily Operations & Performance ManagementOversee support and service operations across Chat, Voice, and Email channels, ensuring high-quality customer interactions.Manage key operational metrics such as SLAs, TATs, and performance targets to ensure consistent service delivery.Identify bottlenecks in support processes and implement solutions to improve efficiency and customer satisfaction. Collaborative Insights & AccountabilityCollaborate with internal teams (Sales, Operations, Product) to ensure client needs are met and feedback is integrated into service improvements.Analyze daily/weekly performance metrics to identify gaps and opportunities for improvement.Conduct regular client reviews to share insights, address concerns, and ensure mutual accountability. Account Retention & ExpansionDevelop success plans with clients by setting clear goals and milestones to ensure long-term engagement.Identify upsell and cross-sell opportunities to drive revenue growth and maximize client value.Apply farming techniques to nurture and expand relationships with existing clients, ensuring account growth and retention. Vendor & Partner ManagementManage relationships with contact center/vendor partners, ensuring smooth operations and performance alignment.Negotiate vendor contracts, focusing on cost-efficiency and service quality during renewals and pricing discussions.Monitor and optimize vendor performance to ensure consistent delivery of service-level agreements.Past Experience:7+ years of overall experience, including at least 4+ years in customer experience (CX)/ customer service.Proven experience in running high-performing support and service operations across multiple channels (Chat, Voice, Email), with a strong focus on CX and operational excellence.Have worked in fast-paced, outcome-driven environments where analytics and data-driven insights are essential for decision-making and performance optimization.Persona:You have strong customer empathy, and a desire to drive revenue and business outcomes.You drive outcomes through persuasion, negotiation, and building consensus with external and internal stakeholders.You’re a leader with the ability to inspire others and drive outcomes as a unit.A hustler, street-smart, and comfortable working on new GTMs and building solutions from scratch (0 to 1).Skills:You have excellent communication and presentation skills.You are an operations expert, with a proven track record of driving operational excellence and a strong ability to manage clients and projects.You’re analytical and process-oriented, with the ability to make data-aware decisions.You are familiar with support processes and adept at understanding client challenges, providing effective and relevant solutions.You are familiar with customer support tools (e.g., Zendesk, Freshdesk) and telephony systems, with a strong understanding of multi-channel support (calls, emails, chat, and social media).LogisticsCompensation: Competitive!Location: Noida (WFO)Joining: ASAP!