Position Overview
As Customer Success Manager, you will play a critical role in driving customer outcomes, deepening product adoption, and building lasting strategic relationships within our Enterprise customer segment. You’ll work hands-on with some of our largest and most strategic accounts, leading them through their Value Realization journey while collaborating cross-functionally across Sales, Implementation, Product, and Support teams.
Responsibilities
- Drive strategic planning, onboarding, adoption, and renewal efforts for a portfolio of Enterprise-level accounts.
- Act as the primary point of contact for customer business outcomes, ensuring strong product adoption, customer satisfaction, and measurable success.
- Build and maintain executive-level relationships within assigned strategic accounts.
- Demonstrate value in client’s products by conducting focused supply chain analyses for and with customers to solve specific supply chain questions and challenges using client’s data and tools
- Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores
- Partner closely with Sales, Account Management, and Implementation teams to align on customer success plans and ensure smooth handoffs and ongoing engagement.
- Collaborate with Product Management by gathering and communicating customer feedback to influence the product roadmap and drive innovation.
- Champion customer advocacy by helping expand customer references, testimonials, and case studies.
- Serve as a mentor and senior voice within the Value Realization team, offering guidance and support to team members when needed.
- Contribute to developing and refining best practices, playbooks, and internal processes that enhance the customer journey.
- Proactively identify risk and opportunity within assigned accounts and drive appropriate actions.
- Travel as needed to client locations for business reviews, analysis, and relationship-building.
- Be available and responsive in the event of any critical customer needs or emergencies.
Requirements
- Drive strategic planning, onboarding, adoption, and renewal efforts for a portfolio of Enterprise-level accounts.
- Act as the primary point of contact for customer business outcomes, ensuring strong product adoption, customer satisfaction, and measurable success.
- Build and maintain executive-level relationships within assigned strategic accounts.
- Demonstrate value in client’s products by conducting focused supply chain analyses for and with customers to solve specific supply chain questions and challenges using client’s data and tools
- Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores
- Partner closely with Sales, Account Management, and Implementation teams to align on customer success plans and ensure smooth handoffs and ongoing engagement.
- Collaborate with Product Management by gathering and communicating customer feedback to influence the product roadmap and drive innovation.
- Champion customer advocacy by helping expand customer references, testimonials, and case studies.
- Serve as a mentor and senior voice within the Value Realization team, offering guidance and support to team members when needed.
- Contribute to developing and refining best practices, playbooks, and internal processes that enhance the customer journey.
- Proactively identify risk and opportunity within assigned accounts and drive appropriate actions.
- Travel as needed to client locations for business reviews, analysis, and relationship-building.
- Be available and responsive in the event of any critical customer needs or emergencies.
Experience
- 5+ Years Relevant and Focussed experience
Education
- BBA/MBA (Supply Chain Management, Logistics, Operations or a related field)
Location
- Work from office (Koregaon Park, Pune)
Work Timings
- Rotational Shift
- Workdays/shifts can be modified at the Manager’s discretion