Customer Success Manager

4 weeks ago

Lahore, Punjab, Pakistan RepairDesk Full time

RepairDesk is a modern repair shop management software with 40+ powerful integrations and modules. The software is customisable to meet the workflows of single-store, multi-store, and franchise repair businesses in various industry verticals. Available in 30+ languages, RepairDesk is trusted by over 3,000 businesses globally, helping them save time, manage inventory, and run profitable repair stores

Tasks

As a Customer Success Manager, you will be the primary advocate for our customers, ensuring their success and satisfaction with our SaaS solutions. After the implementation phase, you will take ownership of established accounts to build and maintain strong customer relationships, resolve challenges, and drive product adoption. The CSM acts as a strategic partner, tailoring solutions as per customer needs and creating success plans that align with customer goals. You will play a vital role in retention, upselling opportunities, and handling cancellation requests, ensuring a seamless experience for customers while driving company growth.

Job Responsibilities:

  • Serve as the main point of contact for established accounts after the handoff from the implementation team.
  • Regular follow-ups to monitor satisfaction and ensure customers are achieving their desired outcomes.
  • Build strong, long-term relationships with customers by understanding their business objectives and challenges.
  • Monitor customer health metrics and proactively address potential issues.
  • Ensure a smooth transition post-implementation and assist customers in fully adopting to the software.
  • Proactively identify potential churn risks based on the available data and develop strategies to improve customer retention.
  • Manage subscription renewals and engage with customers early to ensure a seamless process.
  • Identify opportunities to upsell or cross-sell additional features or products based on customer needs.
  • Serve as the customer's advocate within the organization, ensuring their feedback influences product development and process improvements.
  • Handle cancellation requests professionally, understand customer concerns, and propose solutions to retain the account.
  • Conduct periodic business reviews to showcase value delivered and align on future plans.
  • Analyze account data to identify patterns, measure success, and report key insights to stakeholders.
Requirements
  • Education: Bachelor's degree in Business, IT, or a related field.
  • Experience: 1-2 years in a SaaS implementation, customer success, or related role.
  • Excellent communication and relationship-building skills.
  • Strong problem-solving abilities and a proactive mindset.
  • Experience with Zoho CRM or similar customer management tools.
  • Understanding of SaaS product lifecycles and customer onboarding processes.
  • A strategic mindset to identify upselling and retention opportunities.
  • High attention to detail and organizational skills to manage multiple accounts.
Benefits
  • Health Insurance (IPD)- Self, Spouse & Children
  • Provident Fund
  • Paid Leaves (Casual, Medical & Annual)
  • Subsidise Lunch/Dinner
  • Maternity & Paternity Benefits
  • Paid Trips & Tours
  • Profit/Stocks Sharing Plan (Tenured Employees)
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