Customer Success Manager (CSM)

About the Role

Chat360 is looking for an experienced Customer Success Manager (CSM) to manage key enterprise accounts, drive customer success, and build strong relationships with senior and CXO-level stakeholders.

The ideal candidate should have prior experience in the SaaS domain, excellent communication and stakeholder management skills, and the ability to understand customer requirements, drive product adoption, and deliver a strong customer experience.

Key Responsibilities

Establish and drive clear client retention and customer success goals.

Define and track key process milestones for clients and internal teams.

Manage the complete customer lifecycle, including onboarding, adoption, engagement, retention, and growth.

Assist customers with product setup, implementation, onboarding, and navigation.

Drive product adoption by effectively communicating and demonstrating the value of Chat360s SaaS solutions.

Build and maintain strong, long-term relationships with clients and act as a trusted business partner.

Manage CXO and senior-level stakeholder relationships, ensuring effective communication, alignment, and regular business reviews.

Identify and drive upselling and cross-selling opportunities based on customer requirements and business needs.

Promote customer value through a strong and consistent customer experience.

Proactively understand customer requirements and coordinate with internal teams to deliver suitable solutions.

Review customer feedback, complaints, and concerns and work with relevant teams to improve the overall customer experience.

Proactively manage customer escalations and ensure timely resolution.

Assist in creating training programs, product guides, documentation, and educational materials for customers.

Conduct regular client reviews and provide updates on account performance, adoption, and ongoing initiatives.

Collaborate closely with Sales, Product, Support, and Technology teams to ensure successful customer outcomes.

Monitor customer health, engagement, and satisfaction to proactively identify risks and opportunities.

Identify opportunities for account expansion, retention, and revenue growth.

Ensure customers achieve their desired business outcomes through effective use of Chat360s products and solutions.

Requirements

46 years of experience in Customer Success, Account Management, Client Success, or a similar customer-facing role.

Prior experience in the SaaS / B2B technology domain is preferred.

Proven experience in stakeholder management, including working with CXO and senior-level stakeholders.

Strong understanding of customer lifecycle management, retention, adoption, and account growth.

Excellent verbal and written communication and presentation skills.

Strong relationship-building, negotiation, problem-solving, and interpersonal skills.

Ability to understand customer business requirements and translate them into actionable solutions.

Ability to manage multiple enterprise accounts and priorities in a fast-paced environment.

Comfortable working on-site and in-person from the Gurgaon office.

B.Tech + MBA preferred.

Key Skills

Customer Success | SaaS | Enterprise Account Management | Stakeholder Management | CXO Relationship Management | Client Relationship Management | Customer Retention | Product Adoption | Upselling & Cross-selling | Account Growth | Communication | Escalation Management | Customer Experience | B2B SaaS

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