Customer Success Manager

Responsibilities

• Manage and nurture relationships with enterprise and large B2B retail customers
• Ensure high customer retention and satisfaction (CSAT)
• Drive account growth through upselling and cross-selling opportunities
• Act as a trusted advisor by understanding customer business needs and aligning product solutions
• Monitor customer health metrics and proactively address risks
• Collaborate with internal teams including Sales, Product, and Support
• Handle customer onboarding, training, and product adoption initiatives
• Maintain and analyze customer data using advanced Excel skills
• Provide regular reports on customer performance, renewals, and revenue growth
• Manage escalations and ensure timely resolution

Requirements

• 7+ years of experience in Customer Success or Account Management
• Mandatory background in SaaS, PaaS, Billing Software, Retail Software, or Hospital Software
• Proven experience in customer retention, farming, and consultative selling
• Strong exposure to handling large retail or merchant clients
• Advanced Excel skills for data analysis, reporting, and dashboards
• Minimum 2 years tenure in current and previous organizations
• Excellent communication and stakeholder management skills

Preferred Qualifications

• Experience in the Retail or Merchant ecosystem
• Strong analytical and problem-solving mindset
• Ability to work in a fast-paced, target-driven environment
• Experience with CRM tools such as Salesforce, Zoho, or HubSpot