Strategic Customer Retention Specialist

We are seeking a highly skilled professional to lead our customer success efforts. As a Customer Success Manager, you will be responsible for retaining and growing existing customers by building strong value-based relationships.

This is a full-time position based out of Hyderabad with in-person presence in the Hyderabad office at least 3 times a week. You will work collaboratively with our global customer success team to deliver exceptional results.

• Maintain Communication: Build and maintain strong relationships with assigned high-value customers through calls, emails, and online meetings ensuring consistent and proactive engagement.
• Understand Customer Needs: Understand customers' business requirements and challenges ensuring they are addressed quickly and effectively. Position our product as the best solution to align and meet their needs and goals.
• Product Demos and Value Realization: Conduct product demos and training to help customers understand and use our products efficiently driving value realization and maximizing product adoption.
• Monitor Customer Health: Proactively monitor customer health signals, usage patterns, and satisfaction levels to identify early risks, address concerns, and recognize up-sell or cross-sell opportunities to foster growth.
• Be a Trusted Partner: Serve as the primary point of contact for assigned customers, act as a trusted advisor offering strategic and technical guidance to help customers achieve their business objectives with our product.
• Collect and Share Customer Feedback: Gather customer feedback and communicate insights to internal teams such as product and engineering to drive product improvements that enhance the overall customer experience.
• Improve Customer Success SOPs: Work closely with the customer success team and their manager to continually refine and improve internal SOPs to optimize customer success and satisfaction.
• Track and Analyze Business KPIs: Collaborate with the team to monitor KPIs, analyze customer success trends, and report on the effectiveness of customer engagement and customer success initiatives.
• Coordinate Onboarding Efforts: Effectively receive customers during the handoff from the onboarding team ensuring a smooth transition into the retention phase.
• Advocate for the Customer: Serve as the voice of the customer within the organization ensuring their feedback and needs are reflected in the product roadmap and service offerings.
• Cross Functional Collaboration: Work cross-functionally with pre-sales marketing product and technical support teams to ensure seamless customer experiences and support customers in achieving long-term success.

• Education: A bachelor's degree in a relevant field such as computer science, engineering, business, or a related field is preferred.
• Experience: Ideally 3-4 years of experience in a tech company in a customer-facing role with a preference for those in customer success, support, or technical support.
• Technical skills: Strong understanding of the product or service they will be retaining customers on. Familiarity with various customer success metrics such as churn, MRR, ARPU, NDR, net dollar retention, revenue expansion, and customer advocacy as well as best customer success practices related to these metrics is also desirable.
• Communication skills: Strong verbal and written communication skills.
• Customer focus: Ability to understand and empathize with customers' needs and requirements and be committed to delivering an excellent customer experience.
• Analytical skills: Strong analytical skills and ability to identify trends and patterns in customer behavior or usage.
• Collaboration skills: Ability to work collaboratively with internal teams such as pre-sales, marketing, product development, and customer support to ensure that customer onboarding is successful.

• A strong customer service mindset and the ability to empathize with customers
• The ability to ask effective questions to identify pain points and needs
• The ability to manage and escalate customer issues as needed
• Strong attention to detail and consultancy skills
• Comfort with working with data and analyzing metrics
• A proactive approach to problem-solving
• A desire for continuous learning and improvement
• A strong sense of ownership and the ability to work well under pressure

• We innovate with purpose. You'll be a part of a cutting-edge technology company who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions.
• We prioritize career development. At our organization, you'll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance.
• We value diversity and inclusion. We are an equal-opportunity employer and recognize that diversity of thought and background builds stronger teams and products to serve our customers.