Manager - Customer Success (5-12 yrs) Pune (After-Sales/Customer Service)
Staffing
Pune, Maharashtra
Permanent
Full-time
2 months ago
What You'll Be Responsible For:- Customer Health & Adoption: Proactively monitor usage metrics, address risks, and drive adoption through tailored engagement and enablement.- Onboarding & ROI: Lead new customer onboarding and value realization efforts, including data-driven ROI tracking and value engineering.- Renewals & Expansions: Own the full lifecycle of renewals and upsells, emphasizing early renewals, multi-year agreements, and identifying growth opportunities.- Forecasting & Reporting: Maintain CRM hygiene and deliver accurate forecasts for renewals, expansions, and customer health metrics.- Insights Delivery: Translate data into actionable insights through data storytelling using Power BI, Tableau, or Looker.How You'll Get There:- Strategic Account Planning: Develop and execute portfolio strategies and customer success plans aligned with business objectives; deliver regular QBRs.- Solution Expertise: Leverage your experience in B2B marketing and sales tech to demonstrate platform value. Guide customers through integrations, analytics, and custom workflows.- Technical Enablement: Provide hands-on support for API integrations, marketing automation, and cloud platform adoption (AWS, Azure, GCP).- Customer Advocacy: Serve as the voice of the customer internally-communicating needs, influencing roadmap decisions, and ensuring a unified experience across touchpoints.- Cross-Functional Collaboration: Partner with Sales, Product, Engineering, and Solutions Architecture to deliver a seamless customer journey.What You'll Need:- 4-8 years in Customer Success, Solutions Architecture, Consulting, or Engineering roles supporting B2B sales and marketing technology.- Experience with CRM platforms like Salesforce and Microsoft Dynamics, plus handson knowledge of Marketo, HubSpot, Outreach, and SalesLoft.- Strong data storytelling skills using Power BI, Tableau, and Looker to present insights and drive adoption.- Advanced technical skills, including:- Python scripting for automation- Advanced SQL (e.g., Snowflake)- ETL tools and API integrations- Familiarity with cloud platforms (AWS, GCP, Azure)- Excellent organizational and communication skills; comfortable presenting to senior stakeholders.- A customer-first mindset, strong problem-solving instincts, and the ability to thrive in a fast-paced, team-oriented environment.- Willingness to travel to customer sites as needed. (ref:updazz.com)