SenseHawk - Customer Success Manager (2-6 yrs)
The Customer Success Manager (CSM) role at SenseHawk is a high impact role where you will own and manage multiple customers. You will drive customer platform adoption by understanding their use cases and mapping them to our platform and product offerings. You will be interacting with key people (Partners, CXOs, Technical Team) from venture funds and corporates globally.
Key Responsibilities
- Act as a single point of contact for B2B customers during their entire subscription lifecycle at SenseHawk
- Drive upsell/cross sell.
- Drive customer retention
- Onboarding new customers and conveying platform functionality and periodic changes/feature updates and own platform adoption
- Develop a thorough understanding of SenseHawk platform and product offerings and explain the same to customers Relationship Management with a set of customers and helping them with all their requirements from the product
- Proactively reach out to customers and help them understand new features on the platform and increase - engagement
- Understand customer queries and provide best possible resolution for the same
- Identify the real reasons of customer churn and help prevent it
- Typical KPIs that will be tracked for CSM, which are: Portfolio Growth, Retention rate/Churn Rate, NPS (Net Promoter Score), Product Adoption, Referrals etc, Monthly Onboarding Rate.
Train and manage/mentor a team of Customer Success Executives
- Role focuses on working with customers from worldwide.
What We Are Looking For :
- Excellent written and verbal communication skills
- Phone and email etiquettes to effectively address customer queries
- Have "Customer Empathy" - ability to identify and understand customer's situation and motives
- Team handling experience is a plus, but not mandatory
- 2-6 years of work experience
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