Customer Success Manager

ABOUT INCRUITERInCruiter is a fast-growing AI-powered Stack Interview Intelligence Platform helping organizations hire smarter and faster using automation and AI-driven intelligence. With six products spanning interviewing, assessment, and hiring automation, we’re redefining how companies recruit at scale.InCruiter is a market leader and one of India’s Top 3 players in this segment, with a wide range of clients across domestic and international markets. Our major clientele includes some of the large enterprises and Startups like EXL, Welspun, Dentsu, Manhattan Associates, ArcelorMittal, Telstra, Siemens, and so on.ROLE OVERVIEWWe are looking for an experienced Customer Success Manager (CSM) to join our team. The ideal candidate will be responsible for key account management, upselling, cross-selling, handling escalations, and ensuring customer satisfaction. Roles and Responsibilities: ● Key Account Management: Serve as the primary point of contact for assigned key accounts, ensuring smooth communication and excellent service delivery. ● Upselling & Cross-Selling: Identify opportunities to expand product adoption within existing accounts and drive revenue growth. ● Customer Retention & Satisfaction: Build strong, long-term relationships with clients, ensuring they derive maximum value from our products/services. ● Handling Escalations: Act as a problem-solver by addressing client concerns promptly and effectively, ensuring a seamless resolution process. ● Client Advocacy: Serve as the voice of the customer within the organization, providing feedback to internal teams to enhance the customer experience. ● Data-Driven Insights: Monitor key customer success metrics and proactively take measures to improve engagement and satisfaction. ● Collaboration: Work closely with sales, product, and support teams to enhance overall customer experience and drive business growth. WHAT WILL YOU NEED TO SUCCEED? ● Experience: 10+ years of experience in a Customer Success, Account Management, or Client Relations role in a B2B or SaaS environment. ● Communication Skills: Exceptional verbal and written communication skills with the ability to engage and influence key stakeholders. ● Client Handling Expertise: Proven track record of managing enterprise clients, resolving escalations, and driving business value. ● Sales Acumen: Experience in upselling, cross-selling, and identifying new opportunities within existing accounts. ● Problem-Solving Skills: Ability to think critically and address client concerns efficiently. ● Tech-Savvy: Familiarity with CRM tools and customer success platforms is a plus. ● Team Handling: Experience in managing and mentoring a team to ensure high performance and effective client service.