Customer Success Manager (SaaS) Location: Indore,India (Onsite) Shift Timing: UK/USA About AiTrillion: AI Trillion (www.aitrillion.com) is a leading Marketing automation- SAAS Company dedicated to revolutionizing the ecommerce industry. Our innovative platform offers a wide range of features, including customer engagement, marketing automation, personalized recommendations, and data analytics, to enhance customer experiences and drive revenue growth. With a commitment to delivering cutting-edge technology and exceptional service, we are poised for exponential growth in the rapidly evolving landscape of e-commerce. Job Overview: We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager. In this role, you will be responsible for ensuring the success and satisfaction of our SaaS customers. You will play a crucial role in onboarding new customers, driving adoption, and fostering long-term relationships to maximize customer retention and expansion. Responsibilities: Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and positive experience. Collaborate with the sales and implementation teams to understand customer goals and expectations. Product Adoption: Proactively engage with customers to drive product adoption and usage. Provide training sessions and resources to help customers maximize the value of our SaaS solution. Relationship Building: Develop and maintain strong, trusting relationships with key stakeholders within customer organizations. Act as the main point of contact for customers, addressing inquiries, concerns, and providing ongoing support. Customer Health Monitoring: Monitor customer health and proactively identify potential issues. Work closely with customers to address challenges and ensure their success. Feedback Collection: Gather feedback from customers and communicate insights to the product development team for continuous improvement. Conduct regular check-ins to understand evolving customer needs and priorities. Renewal Management: Collaborate with the sales team to ensure successful renewals and identify opportunities for upsell or cross-sell. Develop strategies to increase customer lifetime value. Customer Advocacy: Identify satisfied customers willing to act as references or participate in case studies and testimonials. Encourage customers to become advocates through positive reviews and referrals. Qualifications: Bachelor’s degree in business, marketing, or a related field. Proven experience in a customer-facing role, preferably in a SaaS environment. Strong communication, presentation, and interpersonal skills. Ability to understand and articulate technical concepts. Proactive problem-solving and critical-thinking skills. Experience with customer success tools and platforms is a plus.
