Position: Customer Success Manager
Location: Andheri, Mumbai
Industry: IT Services and Consulting
Experience Required: 2+ Years
Skills: Customer Success Management, Customer Relationship Management, Customer Lifecycle Management, Renewal Management, Upselling, Cross-selling, Churn Prevention, Account Management, Customer Retention, Customer Onboarding, Customer Adoption, Cloud Computing, Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), Google Workspace, Managed Cloud Services, Cross-functional Collaboration, CRM (Salesforce, HubSpot, Freshworks), Communication Skills, Presentation Skills, Problem-solving, Analytical Skills, Reporting and Analytics, and Enterprise Customer Management.
Regarding Us:
We provide complete IT solutions from creating IT Infrastructure to managing IT Infrastructure to Enabling Businesses with Applications to helping companies with better business decisions using Business Intelligence.
Team offers end-to-end solutions to customers covering wider solutions such as Business Intelligence, ERP enterprise solutions, Google Cloud Solutions, Facility Management Services, Software Projects/development, PC Hardware and Software, Breakfix, etc.
We understand customer needs and identify, integrate, and support high-quality, low-cost IT Solutions with speed, flexibility and an attitude of 'sewa'.
About the Role:
We are looking for a proactive and customer-focused Customer Success Manager (CSM) to manage post-sales customer relationships for our Cloud Business Unit. The ideal candidate will ensure successful adoption of cloud solutions, drive customer satisfaction and retention, identify growth opportunities, and serve as a trusted advisor throughout the customer lifecycle.
The CSM will work closely with Sales, Pre-Sales, Delivery, Support, and Cloud OEM partners (AWS, Microsoft Azure, Google Cloud, Google Workspace) to maximize customer value and achieve business objectives.
Key Responsibilities:
• Own the end-to-end post-sales customer lifecycle for assigned accounts.
• Build and maintain strong relationships with key customer stakeholders.
• Drive onboarding, implementation coordination, adoption, and value realisation of cloud services.
• Conduct regular Business Reviews (QBRs/MBRs) with customers.
• Monitor customer health, usage trends, and overall satisfaction.
• Identify risks proactively and develop mitigation plans to prevent churn.
• Ensure timely resolution of customer issues by coordinating with the Delivery and Support teams.
• Work with customers to understand evolving business requirements and recommend suitable cloud solutions.
• Identify opportunities for upselling, cross-selling, renewals, and expansion.
• Collaborate with Sales during renewal cycles and commercial discussions.
• Track renewal pipeline and ensure timely contract renewals.
• Maintain accurate customer information, renewal dates, and engagement activities in CRM.
• Gather customer feedback and share actionable insights with internal stakeholders.
• Drive customer advocacy through reference programs, testimonials, and case studies.
• Stay updated on AWS, Azure, Google Cloud, Google Workspace, AI, Security, Backup, and Managed Cloud Services.
Required Skills:
• Strong customer relationship management skills.
• Excellent communication and presentation abilities.
• Good understanding of cloud technologies and managed services.
• Knowledge of AWS, Microsoft Azure, Google Cloud Platform (GCP), and Google Workspace.
• Experience in customer lifecycle management.
• Problem-solving and stakeholder management skills.
• Ability to coordinate across multiple cross-functional teams.
• Strong analytical and reporting capabilities.
• Experience using CRM tools (Freshworks, Salesforce, HubSpot, etc.).
• Ability to manage multiple enterprise customers simultaneously.
Learn More About Us:
Website:
LinkedIn:
YouTube:
Read Less