Manager – Customer Success IRC255892

Description

Location-Gurgaon

 

 

Requirements

Required Qualifications:

Experience: 15+ years in customer success, account management, or related roles, with a majority in the SaaS industry.
Leadership: Proven experience leading a Customer Success Management (CSM) team for at least 4 years and driving high-performing results.
Customer Focus: Strong ability to build and maintain relationships with enterprise-level customers.
Communication: Excellent verbal and written communication skills, including the ability to present to executives and stakeholders.
Tools: Hands-on experience with Salesforce and Gainsight for managing customer success operations and data insights.
Analytical Skills: Ability to use data and analytics to drive customer success decisions and improve KPIs.
Technical Acumen: Familiarity with SaaS solutions, APIs, and integrations.
Education: Bachelor’s degree in Business, Technology, or related field;

Job responsibilities

Key Responsibilities:

1. Leadership & Team Management
Lead, mentor, and develop a team of Customer Success Managers (CSMs) to ensure consistent performance and growth.
Set and track team goals, KPIs, and performance metrics.
Foster a culture of accountability, collaboration, and continuous improvement.
2. Customer Success Strategy
Define and implement strategies to improve customer engagement, product adoption, and retention rates.
Develop success plans for key accounts, outlining objectives, milestones, and measurable outcomes.
Collaborate with cross-functional teams (Sales, Product, Support, etc.) to align on customer goals and deliver an exceptional customer experience.
3. Customer Engagement & Advocacy
Act as an executive sponsor for strategic accounts, ensuring satisfaction and alignment with customer goals.
Oversee QBRs/EBRs to assess progress, gather feedback, and identify opportunities for growth.
Identify and nurture customer advocacy opportunities, such as testimonials, case studies, and referrals.
4. Process Optimization & Reporting
Standardize and scale customer success processes, ensuring efficiency and consistency across the team.
Analyze customer data to provide actionable insights, improve customer health scores, and identify risks.
Deliver regular reports to leadership on customer health, churn risks, and renewal/upsell opportunities.
5. Retention & Expansion
Proactively identify churn risks and implement mitigation strategies.
Drive upsell and cross-sell opportunities by aligning customer needs with product offerings.
Partner with the sales team to manage renewals and contract negotiations.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.