Customer Success Manager

2 weeks ago

Singapore DIGIFY PTE. LTD. Full time

As a Customer Success Manager at Digify, you will play a key role in onboarding, engaging, growing, and retaining customers. This dynamic role involves demonstrating our product, educating customers to drive adoption, nurturing them for expansion opportunities and retaining the customers satisfaction. Your primary focus will be on accelerating time-to-value, enhancing customer engagement, building long-term relationships, and strengthening the customers retention. Managing a wide range portfolio of accounts, you will work closely with your team lead, key stakeholders, and cross-functional departments to refine and optimize customer success processes, ensuring a seamless and impactful customer experience.

WHAT YOU WILL BE DOING
- Serve as the primary contact for onboarding, training, and ongoing support to ensure seamless adoption of Digify's platform.
- Increase customer satisfaction and retention by building strong, long-term client relationships.
- Conduct regular check-ins to improve product usage and address customer issues promptly.
- Collaborate with customers on renewals, account expansions, and retention strategies.
- Act as the voice of the customer, providing actionable feedback to Product, Sales, and Marketing teams to enhance offerings.
- Monitor and report key success metrics, including NPS and product engagement, to identify trends and opportunities.
- Troubleshoot technical issues in partnership with the Engineering and Development teams.
- Facilitate customer advocacy by encouraging online reviews and participation in referral programs.
- Proactively manage a book of business, tracking account health and mitigating retention risks.
- Collaborate cross-functionally to optimize processes and implement solutions for customer success.
- Support system configuration and onboarding processes tailored to customer requirements.

WHAT YOU NEED TO HAVE
- Minimum 2 years of experience as a Customer Success Manager, preferably in a fast-paced, B2B environment or related industries.
- Proven experience in customer success or account management within a B2B SaaS or software company.
- Exceptional interpersonal and communication skills to engage and build rapport with key stakeholders, ensuring mutual success and satisfaction.
- Proactive attitude and mentality in identifying opportunities to expand customer accounts by understanding their evolving needs and aligning them with our solutions.
- Strong ability to simplify complex technical concepts and communicate them effectively to non-technical customers.
- Willingness to learn and develop basic technical skills to confidently discuss technical topics with clients.
- Demonstrated success in renewals, upselling, and account expansion strategies.
- Exceptional written and verbal communication skills, with a focus on clarity and professionalism.
- Meticulous attention to detail and a high degree of accuracy in all deliverables.
- A driven, self-motivated, and enthusiastic mindset, paired with empathy, patience, and trustworthiness.
- Familiarity with Intercom, Chargebee, NPS tools, or similar platforms is an added advantage.

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