Job Title : Marketing and Customer Success Manager

Location : Noida Sector-2

About Us :

The Big Ladder is Accelerating business growth by creating high performing teams, dedicated to delivering top-notch solutions that help our clients achieve their goals. We pride ourselves on our commitment to excellence and our customer-centric approach.

Job Summary :

The Marketing and Customer Success Manager (CSM) will act as a trusted advisor to our clients, ensuring they receive maximum value from our products and services. The CSM will work closely with clients to understand their needs, drive adoption, and foster long-term relationships. This role requires a proactive approach to problem-solving and a deep understanding of customer experience strategies.

Key Responsibilities :

- Customer Onboarding : Guide new customers through the onboarding process, ensuring a smooth transition and successful implementation of our solutions.

- Relationship Management : Develop and maintain strong, long-lasting relationships with key stakeholders, serving as their main point of contact.

- Customer Advocacy : Act as the voice of the customer within the company, providing feedback to the product, marketing, and sales teams to improve the customer experience.

- Performance Tracking : Monitor customer usage and engagement metrics to identify opportunities for growth and areas for improvement.

- Proactive Support : Anticipate customer needs, address concerns promptly, and escalate issues when necessary to ensure customer satisfaction.

- Training and Education : Provide ongoing training and resources to customers to help them fully leverage our products and services.

- Renewals and Upselling : Collaborate with the sales team to drive renewals, identify upselling opportunities, and contribute to revenue growth.

Qualifications:

- Experience : Minimum of 1 year of experience in a customer success, account management, or related role, preferably in the [industry or software/SaaS] sector.

- Skills : Excellent communication, interpersonal, and problem-solving skills. Strong analytical abilities and attention to detail.

- Technical Proficiency : Familiarity with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).

- Education : Bachelor's degree in business, marketing, or a related field.

Key Competencies :

- Customer-Centric Mindset : Deep understanding of customer needs and a passion for helping clients succeed.

- Strategic Thinking : Ability to develop and implement customer success strategies that align with business goals.

- Team Collaboration : Strong team player who can work effectively with cross-functional teams.

- Adaptability : Comfortable working in a fast-paced, dynamic environment and managing multiple priorities.