Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Take the initiative to manage and enhance client relationships to promote the adoption and effective use of Prezent's solutions.

• Supervise a diverse portfolio of client accounts, catering to various team structures and lifecycle phases.

• Build and nurture relationships with key stakeholders while comprehending their business objectives.

• Collaborate with the Sales team to enhance customer retention, drive expansion, and encourage upselling.

• Monitor client accounts and evaluate risks to identify and mitigate potential churn.

• Conduct regular check-in calls and strategic business evaluations.

• Create and implement customer adoption initiatives.

• Introduce and execute new products and features within client accounts.

• Work alongside the Marketing team on customer success narratives and convey Prezent's value proposition.

• Relay customer feedback to internal teams.

• Collaborate with the Product team to address requests for product enhancements, troubleshoot issues, and manage bug reports.

• Design long-term growth plans for accounts, identify opportunities, analyze market trends and competitor activities, and forecast and mitigate risks.

⛳️ Requirements

• 4 to 6 years of pertinent experience as a Customer Success Manager.

• Background in Customer Success, Consulting, Sales, Professional Services, or Account Management.

• Proven experience working directly with large commercial and enterprise customers, from directors to SVPs.

• Must have experience in SaaS.

• Familiarity with commonly used SaaS solutions such as Salesforce, O365, Zoom, and G Suite is advantageous.

• Self-motivated and driven; capable of thriving in a fast-paced and ever-changing environment.

• Experience in a startup environment is a plus.

• Excellent customer-facing and presentation abilities, with the capacity to establish credibility with various stakeholders.

• Proven experience in managing challenging customers or situations and demonstrating effective resolutions.

• Proficiency in Salesforce and ServiceCloud is preferred.

• Enjoys strategizing, adapting, executing, achieving success, and celebrating as a team.

🏝️ Benefits

• Employee Stock options (ESOPs).

• Competitive commission structure based on Gross Retention, User activation, and Customer Health.

• Comprehensive, flexible benefits package aligned with India market standards.

• Fully remote work culture.

• Access to top-tier collaboration tools (Salesforce, Gong, Apollo, etc.).

• Fast-paced work environment that fosters innovation, continuous learning, and career advancement.