Customer Success Manager

About this role

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Skills you'll use

What you'll do

• KPIs: onboarding (CSAT and time to first value), account retention, Customer Health, revenue expansion, product adoption, and building advocates. (Retention is a shared accountability with the Account Manager, explained in more detail later)
• Accountable for the complete post-sales customer journey. (Onboarding → Adoption → Retention → Advocacy)
• Become the trusted advisor for each of your customers and help them achieve their alumni engagement and fundraising goals. Build and maintain strong relationships with the champion and other key stakeholders.
• Train customers on the product and leverage product workshops to ensure that they are equipped with knowledge about using Almabase.
• Collaborate with customers to solve various use cases using the Almabase product.
• Conduct regular check-ins & business reviews with your customers to ensure consistent engagement.
• Monitor customer health and risk score actively and devise a plan to move high-risk customers to low/medium risk. Collaborate with the Account Manager who will be responsible for the renewal of the accounts.
• Proactively identify opportunities for expansion and contact customers for up-sell/cross-sell.
• Collect NPS surveys from customers and enrich them, identifying customer insights and pain points. Contribute to the product roadmap by providing active feedback to the product team.
• Collaborate with the Marketing team to build customer case studies, testimonials, and referrals.

Who can apply

• At least 1-2 years of SaaS B2B work experience in a CS related role such as CSM, Support, Onboarding, Customer Experience, etc. Experience working with US customers would be great.
• Comfortable with leveraging AI to improve CSM processes, using tools like ChatGPT, Perplexity, Gamma, Canva, Zapier AI, N8N AI.
• Excellent written and verbal business communication skills.
• Ability to communicate and foster positive business relationships.
• Strong problem-solving skills, a technical and analytical aptitude, with the ability to quickly learn and adopt technical products.
• An ability to understand a software product and its nuances very well.
• Experience with customer success software or CRM (like HubSpot) would be helpful. We use HubSpot.
• What will a typical quarter look like?
• At the beginning of each quarter, we will work with you to come up with a set of OKRs (Objectives and Key Results) to work towards. This will help you focus.
• Onboarding: You will have customers who just signed up with Almabase, and you’ll be accountable for their onboarding. A separate implementation team will ensure the customer’s implementation is completed before handing it to you (CSM). You will ensure the customer is trained and that the program they intended to launch on Almabase is launched.

About ALMABASE INDIA

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