Customer Success Manager
- Pune, Maharashtra
- Permanent
- Full-time
As a Customer Success Manager at SMS Magic, you’ll be the voice of our customers—owning relationships, driving adoption, and ensuring they gain maximum value from our solutions. You’ll manage accounts end-to-end, boost customer satisfaction, and identify growth opportunities through cross-sell and up-sell initiatives.Key Responsibilities
- Manage a portfolio of B2B SaaS accounts; drive renewals, retention & revenue growth.
- Conduct Quarterly Business Reviews (QBRs) and regular check-ins to track success metrics.
- Proactively engage with customers to enhance experience & reduce churn.
- Analyze account data to identify opportunities and craft growth strategies.
- Collaborate with cross-functional teams to resolve issues & align on customer goals.
- Capture and share customer feedback with internal teams for continuous improvement.
- Lead onboarding, training & adoption programs for customers.
- Manage commercial activities and ensure SLA compliance.
- 1+ years’ experience in B2B SaaS account management or customer success.
- Strong CRM knowledge and experience managing customer lifecycles.
- Excellent communication & interpersonal skills with a customer-first mindset.
- Data-driven approach to problem-solving and strategy.
- Exposure to a global SaaS business with innovative technology.
- A high-performance, growth-oriented work culture.
- Competitive compensation & performance-based rewards.
- Flexibility, learning opportunities & scope to make high business impact.
For 10+ years, SMS Magic has been a trusted messaging partner for global brands across industries like financial services, retail, education, wellness, and more. We deliver advanced, simple-to-use messaging solutions to help businesses engage customers with a personal touch. 🌐 Learn more:Powered by JazzHR