Job Purpose
The Customer Success (CS) role is responsible for proactively managing relationships with existing accounts. This role ensures clients drive maximum value from our solutions, drives contract renewals, identifies upsell and cross-sell opportunities, controls customer churn, and manages timely accounts receivable (AR) collection to ensure healthy cash flow and sustainable revenue growth.
Key Responsibilities
1. Retention & Churn Control
- Continuously monitor customer usage and satisfaction levels (Customer Health Checks).
- Proactively resolve customer issues and pain points before they lead to contract cancellations.
- Analyze churn root causes to develop long-term customer retention strategies.
2. Renewals & Revenue Expansion
- Manage end-to-end contract renewal processes to meet monthly and quarterly targets.
- Identify client business needs to propose additional features, services, or upgrades (Upsell / Cross-sell).
- Maintain accurate customer records, pipelines, and activity logs in the CRM system.
3. CS Engagement & Account Advisory
- Plan and conduct face-to-face or online meetings (minimum 10 meetings/month), including Quarterly Business Reviews (QBRs).
- Act as a trusted advisor, coordinating with internal teams to resolve issues and deliver value to clients.
4. AR & Debt Collection Management
- Track billing schedules and follow up on payment statuses to ensure 100% on-time collection.
- Coordinate financial documentation between clients and internal accounting teams to manage overdue accounts and prevent bad debt.
Qualifications & Requirements
- Education: Bachelor's degree in Business Administration, Information Technology, or a related field.
- Experience: 1–3+ years of experience in Customer Success (CS), Account Management, or B2B Sales (experience in Cloud, SaaS, or IT Solutions is highly preferred).
- CS & Sales Skills: Strong consultative selling, negotiation, and communication skills with a customer-centric mindset.
- Organizational Skills: Detail-oriented with strong discipline in tracking deliverables, billing schedules, and documentation.
- Technical Skills: Proficiency in CRM tools (Salesforce) and standard office productivity suites.
