Job Title: Lead Customer Success Manager (CSM)
Location: Coimbatore (Working with US Clients – Night Shift)
Experience: 6–10 Years
Job Summary:
We are looking for an experienced Lead Customer Success Manager to manage and grow relationships with international (US-based) clients. The role focuses on ensuring customer satisfaction, driving product adoption, and supporting revenue growth through strong client engagement, marketing alignment, and technical understanding.
Roles & Responsibilities:
Client Relationship Management:
- Manage and lead relationships with key international (US) clients
- Act as the primary point of contact for customer communication
- Build long-term relationships and ensure high customer retention
Customer Success & Account Growth:
- Drive product adoption and ensure clients achieve business outcomes
- Identify upselling and cross-selling opportunities
- Monitor customer health and proactively address risks
Team Leadership:
- Lead and mentor a team of CSMs
- Set KPIs, track performance, and ensure service quality
Complaint & Escalation Handling:
- Handle client complaints and escalations effectively
- Coordinate with internal teams to resolve issues quickly
- Ensure high customer satisfaction and service standards
Marketing & Business Alignment:
- Work closely with marketing teams for campaigns, feedback, and product positioning
- Provide insights from customers to improve marketing strategies
- Support customer engagement initiatives and retention programs
Compliance & Process Management:
- Ensure adherence to basic compliance, company policies, and client agreements
- Maintain proper documentation, contracts, and reporting
Technical Understanding:
- Possess strong understanding of the product (software/technical solutions)
- Work with technical teams to resolve customer issues
- Guide clients on product usage, features, and best practices
Reporting & Analytics:
- Track key metrics like customer satisfaction (CSAT), retention, and churn
- Prepare reports and present insights to leadership
Key Skills Required:
- Strong international client handling experience (US clients preferred)
- Excellent communication and presentation skills
- Good knowledge of marketing concepts and customer lifecycle
- Basic compliance and documentation knowledge
- Strong problem-solving and escalation management skills
- Technical understanding of products/services (IT/SaaS preferred)
- Leadership and team management skills
Preferred Qualifications:
- Experience in product-based or SaaS companies
- Exposure to CRM tools (Salesforce, HubSpot, etc.)
- Ability to work in night shifts (US time zones)
Pay: ₹40,000.00 - ₹60,000.00 per month
Benefits:
- Life insurance
- Provident Fund
Work Location: In person
