Customer Success Manager (SaaS)

Location: Indore,India (Onsite)
Shift Timing: UK/USA
About AiTrillion:

AI Trillion (aiengagecrm.com) is a leading Marketing automation- SAAS Company
dedicated to revolutionizing the ecommerce industry. Our innovative platform offers a
wide range of features, including customer engagement, marketing automation,
personalized recommendations, and data analytics, to enhance customer experiences
and drive revenue growth. With a commitment to delivering cutting-edge technology and
exceptional service, we are poised for exponential growth in the rapidly evolving
landscape of e-commerce.

Job Overview:

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager. In this role, you will be responsible for ensuring the success and satisfaction of our SaaS customers. You will play a crucial role in onboarding new customers, driving adoption, and fostering long-term relationships to maximize customer retention and expansion.

Responsibilities:

Customer Onboarding:

• Guide new customers through the onboarding process, ensuring a smooth and positive experience.
• Collaborate with the sales and implementation teams to understand customer goals and expectations.

Product Adoption:

• Proactively engage with customers to drive product adoption and usage.
• Provide training sessions and resources to help customers maximize the value of our SaaS solution.

Relationship Building:

• Develop and maintain strong, trusting relationships with key stakeholders within customer organizations.
• Act as the main point of contact for customers, addressing inquiries, concerns, and providing ongoing support.

Customer Health Monitoring:

• Monitor customer health and proactively identify potential issues.
• Work closely with customers to address challenges and ensure their success.

Feedback Collection:

• Gather feedback from customers and communicate insights to the product development team for continuous improvement.
• Conduct regular check-ins to understand evolving customer needs and priorities.

Renewal Management:

• Collaborate with the sales team to ensure successful renewals and identify opportunities for upsell or cross-sell.
• Develop strategies to increase customer lifetime value.

Customer Advocacy:

• Identify satisfied customers willing to act as references or participate in case studies and testimonials.
• Encourage customers to become advocates through positive reviews and referrals.

Qualifications:

• Bachelor’s degree in business, marketing, or a related field.
• Proven experience in a customer-facing role, preferably in a SaaS environment.
• Strong communication, presentation, and interpersonal skills.
• Ability to understand and articulate technical concepts.
• Proactive problem-solving and critical-thinking skills.
• Experience with customer success tools and platforms is a plus.