Customer Success Manager/ Key Account Manager
Description
Job Title: Customer Success Manager / Key Account Manager
Role Overview:
Manage 4-6 enterprise clients, ensure post-onboarding success, drive product adoption, align clients with their goals, and work with internal teams to maximize client value and satisfaction.
Key Responsibilities:
Post Go-Live Adoption:
Ensure smooth onboarding for internal and external users.
Resolve implementation challenges with the Delivery team.
Relationship Management:
Build and nurture relationships with key stakeholders.
Conduct regular check-ins and MBRs/QBRs.
Product Adoption & Training:
Promote adoption of software features.
Coordinate training sessions with the Delivery team.
Account Health Monitoring:
Track usage data to optimize performance.
Address client concerns proactively.
Client Success & Value Delivery:
Demonstrate ROI and value delivery based on metrics.
Present qualitative and quantitative benefits.
Customer Satisfaction & Advocacy:
Run CSAT/NPS surveys.
Encourage client advocacy through testimonials and events.
Financials & Collections:
Ensure timely invoicing and collections.
Handle CR (Change Requests) discussions.
Renewal & Expansion (Farming):
Drive contract renewals.
Identify and manage up-sell and cross-sell opportunities.
Support proposal creation, demos, and implementation of farming deals.
Key Performance Indicators (KPIs):
Net Recurring Revenue (NRR)
Net Promoter Score (NPS)
Timely receivables collection
Candidate Profile:
Experience: 4–5 years (must include CSM/KAM/CRM roles)
Industry: Supply chain domain (must), SaaS (desirable), Management Consulting (desirable)
Education: MBA from Tier 1 institutes (preferred)
Skills:
Strong ownership and results orientation
Excellent communication and interpersonal skills
Effective collaboration with cross-functional teams
Customer-first approach with business acumen