Job Description

Job Title: ExpansionLead Department: SalesJob Type: Full-TimeGender Preference: We are seeking a female candidate for the above positionJob Summary:The Customer Success Manager, Acquisition, plays a pivotal role in ensuring the seamless onboarding and success of new clients. This role is focused on driving customer satisfaction and long-term retention by understanding client needs, ensuring successful implementation, and delivering value throughout the customer journey. The ideal candidate is a proactive communicator, skilled at building relationships, and has a deep understanding of customer centric strategies.Key Responsibilities:Onboarding & Implementation:- Lead the onboarding process for new clients, ensuring they are set up for success from day one. - Collaborate with sales, product, and technical teams to ensure a smooth transition from acquisition to implementation. - Conduct training sessions and provide resources to help clients effectively use the company's products/services.Client Relationship Management: - Build and maintain strong relationships with new clients, acting as their primary point of contact. - Regularly check in with clients to understand their needs, challenges, and goals. - Proactively address any issues or concerns that may arise during the early stages of the customer lifecycle.Customer Success Planning: - Develop and execute customized success plans for each new client to ensure they achieve their business objectives. - Monitor and measure client success metrics, providing insights and recommendations to optimize outcomes. - Work closely with clients to identify opportunities for upselling or cross-selling additional products/services.Feedback & Advocacy: - Collect and analyze client feedback to identify areas for improvement in products, services, or processes. - Act as a client advocate within the company, ensuring that customer needs are prioritized in decision making. - Encourage and facilitate client participation in case studies, testimonials, and other advocacy programs.Churn Prevention & Retention: - Identify potential risks of client churn and proactively implement strategies to mitigate them. - Work with clients to ensure they see ongoing value from the company's offerings, leading to long-term retention.Collaboration & Teamwork: - Partner with the sales and marketing teams to ensure alignment on customer acquisition strategies. - Collaborate with the product development team to provide client insights that inform product enhancements. - Contribute to the continuous improvement of customer success processes and best practices.Reporting & Analysis: - Track and report on key metrics related to client onboarding, satisfaction, and retention. - Provide regular updates to senior management on customer success performance and client health.Essential Criteria: - Bachelor's degree in Business, Marketing, or a related field; MBA or relevant certifications preferred. - Proven experience in customer success, account management, or client-facing roles, ideally in [industry]. - Willingness to travel extensively within the assigned market (company covers expenses per policy). - Strong understanding of customer success methodologies and best practices. - Excellent communication, interpersonal, and problem-solving skills. - Ability to manage multiple clients and projects simultaneously in a fast-paced environment. - Proficiency in CRM software and customer success platforms. - Data-driven with the ability to analyze metrics and derive actionable insights.Key Competencies: - Customer-centric mindset with a passion for helping clients succeed. - Strong organizational and time management skills. - Ability to build trust and rapport with clients at all levels. - Resilient and adaptable, able to navigate challenges and change. - Results-oriented with a focus on driving customer satisfaction and retention.- Salary Range: 5 LPA - 7 LPA (Fixed) plus a performance-linked variable pay of up to 3 LPA. (ref:updazz.com)

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