Customer Success Manager/ Key Account Manager

Job Title: Customer Success Manager / Key Account Manager Location: Bengaluru Role Overview: Manage 4-6 enterprise clients, ensure post-onboarding success, drive product adoption, align clients with their goals, and work with internal teams to maximize client value and satisfaction.

Key Responsibilities

Post Go-Live Adoption: Ensure smooth onboarding for internal and external users. Resolve implementation challenges with the Delivery team. Relationship Management: Build and nurture relationships with key stakeholders. Conduct regular check-ins and MBRs/QBRs. Product Adoption & Training: Promote adoption of software features.

Coordinate training sessions with the Delivery team. Account Health Monitoring: Track usage data to optimize performance. Address client concerns proactively. Client Success & Value Delivery: Demonstrate ROI and value delivery based on metrics. Present qualitative and quantitative benefits. Customer Satisfaction & Advocacy: Run CSAT/NPS surveys.

Encourage client advocacy through testimonials and events. Financials & Collections: Ensure timely invoicing and collections. Handle CR (Change Requests) discussions. Renewal & Expansion (Farming): Drive contract renewals. Identify and manage up-sell and cross-sell opportunities. Support proposal creation, demos, and implementation of farming deals.

Key Performance Indicators (KPIs): Net Recurring Revenue (NRR) Net Promoter Score (NPS) Timely receivables collection Candidate Profile: Experience: 4–5 years (must include CSM/KAM/CRM roles) Industry: Supply chain domain (must), SaaS (desirable), Management Consulting (desirable) Education: MBA from Tier 1 institutes (preferred) Skills: Strong ownership and results orientation Excellent communication and interpersonal skills Effective collaboration with cross-functional teams Customer-first approach with business acumen