Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
Role: Customer Success Manager
Location: Pune Work from Office Shift: US Shift (6:30 PM to 3:30 AM)
About the Role
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.
Requirements
What You ll Need
5 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. & Ability to manage multiple priorities in a fast-paced environment.
Benefits
Why SMS Magic
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.
About SMS Magic
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.
Salesforce implementation
Employment Type
Full Time
