Customer Success Manager

We are looking for a customer-obsessed, strategic, and growth-oriented Customer Success Manager to own and scale post-sales customer relationships for Covoro. This role sits at the intersection of Customer Success, Account Management, and Business Development, with a strong focus on retention, expansion (cross-sell and upsell), and long-term value creation. You will work closely with enterprise and mid-market customers' businesses, GST practitioners, CAs, and tax teams, helping them derive measurable value from Covoro's GST and compliance technology suite while driving revenue growth.

Responsibilities:

• Customer Relationship Management: Build and maintain strong relationships with customers, key stakeholders, and decision-makers to drive satisfaction, trust, and long-term retention.
• Customer Onboarding and Adoption: Work closely with customers during onboarding, implementation, training, and product adoption to ensure they derive maximum value from COVORO.
• Customer Engagement: Conduct regular customer check-ins, business reviews, feedback sessions, and follow-ups to understand customer needs and proactively address concerns.
• Retention and Churn Prevention: Monitor customer health, identify dissatisfaction or disengagement early, and develop action plans to improve retention and reduce churn.
• Upselling and Cross-Selling: Identify opportunities to expand existing accounts by recommending relevant COVORO features, modules, services, or solutions based on customer requirements.
• Testimonials and Case Studies: Proactively collect customer testimonials, success stories, reviews, and case studies that demonstrate COVORO's business impact. Coordinate with customers to secure approvals for marketing and branding initiatives.
• Customer Advocacy and Referrals: Build a network of satisfied customers who can participate in references, referrals, webinars, events, and other marketing initiatives.
• Issue Resolution and Coordination: Act as the primary point of contact for customer concerns and coordinate with product, engineering, implementation, and support teams to ensure timely resolution.
• Voice of Customer: Gather customer feedback, identify recurring challenges, and communicate actionable insights to internal teams to improve the product and customer experience.
• Account Growth and Revenue: Own customer expansion opportunities, contribute to renewal and revenue targets, and maintain a healthy pipeline of upsell and cross-sell opportunities.
• Customer Success Reporting: Track customer satisfaction, adoption, retention, renewal status, expansion revenue, testimonials, and other relevant customer success metrics.
• Customer Education: Help customers understand new features, product updates, and relevant capabilities to improve adoption and strengthen their engagement with COVORO.

Requirements:

• A strong people person who enjoys building relationships, interacting with customers, and earning their trust.
• Excellent communication, interpersonal, presentation, and stakeholder management skills.
• Experience in Customer Success, Account Management, Client Relationship Management, or a similar customer-facing role.
• A customer-first mindset combined with a commercial approach to retention and account growth.
• Ability to identify upselling and cross-selling opportunities without compromising customer trust.
• Confidence in approaching customers for testimonials, referrals, case studies, and participation in marketing initiatives.
• Strong ownership and follow-through, with the ability to manage multiple customer relationships independently.
• Problem-solving skills and the ability to coordinate effectively with cross-functional teams.
• A proactive approach to identifying customer risks, improving adoption, and preventing churn.
• Experience with B2B SaaS, enterprise software, or technology products is preferred.
• Familiarity with e-invoicing, VAT, tax compliance, ERP integrations, or finance automation is an advantage.

What You Will Not Get:

• A role limited to responding to customer complaints or managing support tickets.
• A passive account management position where customer engagement happens only when issues arise.
• A sales-only role focused on pushing products without understanding customer needs.
• Detailed instructions and follow-ups for every customer interaction.
• A role where customer feedback, retention, and account growth are someone else's responsibility and assigned tasks.