Customer Success Manager
Customer Success Manager
Posted on :
15-03-2025
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Job Description
Job Title: Customer Success Manager
Location: Kozhikode Government Cyberpark Office India
Salary:30000 35000 per month
About Mailercloud:
Mailercloud is a UKbased email marketing platform provider rapidly growing in the SaaS industry. With over 21000 clients worldwide we empower businesses to run impactful email marketing campaigns through our advanced platform. As we expand our team at our Kozhikode Government Cyberpark office we are looking for an experienced Customer Success Manager to lead client success initiatives drive retention and enhance the overall customer experience.
About the Role:
We are seeking a Customer Success Manager with 25 years of experience in customer success account management or client servicing within the SaaS industry or a related field. As a key player in our customer success team you will lead client engagement efforts ensure seamless onboarding and retention and strategize to drive customer growth and satisfaction. You will also mentor junior team members and collaborate with various departments to enhance the customer experience.
Key Responsibilities:
Customer Success and amp; Retention:
Build and maintain strong relationships with enterprise and key accounts ensuring longterm success with Mailercloud.
Proactively monitor client accounts to identify risks resolve issues and maximize customer retention.
Work closely with clients to understand their goals and provide strategic guidance on utilizing Mailercloud effectively.
Team Leadership and amp; Strategy:
Oversee and mentor a team of Customer Success Associates guiding them in client management issue resolution and best practices.
Develop and implement customer success strategies to enhance user adoption and overall satisfaction.
Analyze customer feedback and product usage data to identify trends risks and opportunities for growth.
CrossFunctional Collaboration:
Work closely with email deliverability product development sales and marketing teams to ensure a seamless customer journey.
Act as a bridge between clients and internal teams providing valuable insights to enhance product features and services.
Escalate critical client concerns and collaborate with the appropriate teams for prompt resolution.
Growth and amp; Account Expansion:
Identify and execute opportunities for upselling crossselling and increasing feature adoption among clients.
Drive customer engagement programs to improve client retention and lifetime value.
Ensure enterprise clients maximize their return on investment by leveraging Mailerclouds full potential.
Reporting and amp; Client Insights:
Generate and analyze customer health reports churn analysis and engagement metrics to drive datadriven improvements.
Provide regular updates to management on customer feedback satisfaction and retention trends.
Present strategic recommendations based on client insights to improve overall customer success initiatives.
Skills and amp; Qualifications:
25 years of experience in customer success account management or client servicing in SaaS or a related industry.
Completed BTech or MSc with strong academic performance (preferably in Computer Science IT or related fields).
Excellent verbal and written communication skills in English and fluency in Hindi for effective client interactions.
Strong leadership abilities with experience mentoring or managing teams.
Customercentric mindset with a passion for delivering excellent customer experiences.
Analytical and problemsolving skills with the ability to interpret customer data and provide actionable insights.
Experience in handling enterprise clients managing escalations and improving customer retention.
Ability to work crossfunctionally with internal teams to drive customer success initiatives.
Strong organizational and time management skills with the ability to manage multiple clients and priorities.
Why Join Us
Opportunity to work with a rapidly growing SaaS company in the email marketing industry.
Lead customer success initiatives and play a key role in shaping client strategy and retention.
Competitive salary of 35000 per month with growth opportunities.
Work in a dynamic and collaborative environment at our Kozhikode Government Cyberpark Office.
Exposure to cuttingedge email marketing technologies and industry best practices.
Career advancement opportunities within customer success leadership roles.
Employment Type
Full Time
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