Experience Required: 2–5 years of experience in Customer Success, Client Relationship Management, Account Management, or similar roles within a SaaS-based product or service organization.
Role Overview
The Customer Account Manager is responsible for building strong client relationships, ensuring customer satisfaction, and maximizing the value customers receive from the Fusion MY Business platform. This role plays a vital part in customer retention, product adoption, subscription renewals, and identifying opportunities for account growth through upselling and cross-selling.
Key Responsibilities
- Develop and maintain long-term relationships with assigned customer accounts.
- Act as the primary liaison for customer inquiries, support coordination, and issue resolution.
- Guide customers through onboarding and implementation processes to ensure successful platform adoption.
- Drive subscription renewals and identify opportunities to expand account value through additional products or services.
- Monitor customer engagement, usage trends, and account health to proactively address risks and improve retention.
- Conduct regular customer review meetings to showcase business value, discuss performance, and gather feedback.
- Work closely with internal teams including Sales, Product, Support, and Operations to deliver an exceptional customer experience.
- Maintain up-to-date customer records, account activities, and pipeline information within CRM systems.
- Generate account performance reports and provide actionable insights to management and stakeholders.
- Support customers in achieving their business objectives by promoting best practices and platform utilization.
Required Skills & Competencies
- Experience in Customer Success, Account Management, Client Relationship Management, or B2B customer engagement within a SaaS environment.
- Excellent communication, interpersonal, and relationship-building abilities.
- Strong negotiation and consultative selling skills with a focus on customer growth and retention.
- Knowledge of SaaS business metrics including ARR, MRR, renewal rates, customer retention, and churn management.
- Ability to manage multiple customer accounts while maintaining high service standards.
- Strong analytical thinking, problem-solving, and presentation capabilities.
- Proficiency in CRM platforms, Microsoft Office Suite, and Google Workspace.
- Customer-focused mindset with the ability to understand business needs and deliver effective solutions.
Educational Qualification
- Bachelor's degree in Business Administration, Marketing, Information Technology, or a related field.
- MBA or professional certifications in Customer Success, Sales, or Account Management will be an advantage.
Job Types: Full-time, Permanent
Pay: ₹30,000.00 - ₹55,000.00 per month
Benefits:
Application Question(s):
- How much experience in the domain?
- Your Current CTC
- Your Expected CTC
- Notice Period
Work Location: In person
