Desired Skills: Ability to work in different time zones, Familiarity with CRM software
Experience: 6-8 Years
Location: Gurugram

About the Role
Step into a leadership role where you drive customer success at the highest level! We are looking for a Lead Customer Success Manager (CSM Americaʼs) to spearhead our B2B client relationships, ensuring every interaction is a seamless, value-driven experience. If youʼre a strategic thinker who thrives on customer delight and team leadership, this is your opportunity to shape the future of customer success.

What Will You Do?
1. Customer Success Leadership:
● Own and drive customer success strategies, ensuring long-term retention and growth.
● Lead high-value client relationships, delivering an exceptional B2B experience.
● Oversee seamless onboarding processes to ensure clients realize value from day one.

2. Customer Advocacy & Relationship Management:
● Act as the strategic partner for key clients, fostering deep and impactful relationships.
● Take charge of escalations and proactively resolve customer challenges.
● Implement proactive strategies to enhance customer satisfaction and retention.

3. Growth & Expansion:
● Collaborate with sales and product teams to drive account expansion and revenue growth.
● Identify opportunities for upselling and cross-selling, ensuring maximum client value.
● Develop account strategies to enhance client engagement and product adoption.

4. Data-Driven Customer Insights & Feedback:
● Gather, analyze, and leverage customer feedback to drive product and service improvements.
● Collaborate cross-functionally to refine processes and enhance overall customer experience.
● Establish metrics and KPIs to measure customer success and satisfaction effectively.

5. Product Adoption & Strategy:
● Guide clients through seamless product adoption, ensuring they maximize the value of our solutions.
● Develop playbooks, training programs, and best practices to improve customer engagement.
● Stay ahead of industry trends to continuously optimize customer success strategies.

What Makes You a Great Fit?
● Proven experience 5 years in Customer Success or Account Management, preferably in a B2B SaaS environment.
● Strong leadership and strategic thinking skills with a track record of managing high-value accounts.
● Excellent communication, negotiation, and relationship-building abilities.
● Experience with CRM software and customer success tools to optimize client interactions.
● Data-driven mindset with a passion for improving customer journeys and business outcomes.
● Ability to work across different time zones and manage global customer accounts.