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Customer Success Manager

Hyderabad, Telangana   |   Full Time

IoT Research Labs is looking for a high energy and dynamic CSM to join our growing team and build a relationship of trust with customers to ensure high level of engagement and retention. This role involves a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn.

CSM should also be able to provide insights on clients operations, improve customer experience through product support, and handle customer complaints and requests.

Candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

This position requires tight collaboration with the clients and the sales team,

Here at IoT Research Labs we value teamwork and feel that it is very important for all members to work as a team. 


Responsibilities:

  • Develop and maintain client portfolios.

  • Sustain business growth and profitability by maximizing value.

  • Analyse customer data to improve customer experience.

  • Increase expansion revenue, minimise churn and improve NPS.

  • Improve onboarding processes.

  • Evaluate and improve tutorials and other communication infrastructure.

  • Mediate between clients and the organization.

  • Handle and resolve customer requests and complaints.

  • Provide the product team with inputs on product enhancements.


Requirements /Qualifications: 

  • Exceptional communication skills (both verbal and written). 

  • Self-motivated with diligent work ethic, a business acumen, enthusiastic and passionate, ability to understand client needs. 

  • Drive and energy to manage multiple customers.

  • Proactive and efficient time-management.

  • 3+ years of experience as a CSM in SaaS/B2B.

  • Bachelor’s degree or equivalent required.

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