Customer Success Manager (US Timezone)
- Department : Customer Success
- Job Location : Whitefield, Bangalore
- Reporting to : Associate Director - CS
- Level : Mid Level
- Shift timings : 5 PM - 2 AM (IST)
About Us:
Zluri is a next-gen Identity Governance and Administration (IGA) platform that enables IT and security teams to discover identities and applications, streamline access management, and automate access reviews—all from a single, intuitive interface. With Zluri, organisations automate compliance readiness and ensure that the right people have the right access to the right applications at the right time, with minimal time and manual effort. We serve a diverse, global customer base that includes industry leaders like Monday.com, Traveloka, Whoop, Kaizen Gaming, and Whatfix.
Role Summary:
As a Customer Success Manager, you will create exceptional experiences and sustained value for Zluri customers by acting as their trusted advisor and advocate from post-sale through renewal. You will guide them through the journey of meeting and exceeding their ROI goals. You will also work closely with Sales, Marketing and Product teams acting as an internal advocate for the customers and to have our customers evangelise Zluri.
Key Responsibilities:
- Manage the implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion.
- Proactively manage the success of a portfolio of Enterprise customers to deliver value across the entire lifecycle so that renewing and expanding is a no-brainer
- Drive the kick-off call and establish the roles and responsibilities of the team.
- Set expectations for the Implementation and finalise the Scope/ requirements with the customer
- Set up and drive the regular status meetings with the customer POC and prepare and send the weekly status reports with the health of the onboarding/ any escalations
- Coordinate and train users so they feel comfortable with the platform and can derive maximum value
- Advise customers on best practices for SaaS Management and the best way to achieve desired outcomes using the platform
- Resolve customer issues, alone and through collaboration with other teams
- Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews
- Drive customer advocacy in the form of references, referrals, and case studies
- Effectively communicate feature/roadmap news to customers, as well as provide valuable inbound user feedback to the Zluri Product team.
- Codify Customer Success processes by documenting workflows, playbooks and outreach cadences.
- Help hire the right resources as a founding team member and build a world-class customer success team
Qualification and Experience
- Education: Bachelor's degree in Computer Science, Engineering, or a related field.
- Experience: 3-5 years of experience in Account Management or SaaS Customer Success roles; experience working at a start-up with Enterprise software is a plus
Key Skills:
- Soft Skills: Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
- Energetic and self-motivated; a team player who is also a proactive and creative problem solver
- Quick tech learner, with experience training, teaching and guiding customers through technical processes
- Technical Skills: Experience in IT, Procurement, or SaaS space, working with cross-functional teams on software deployments or ongoing management activities around cloud-based software is a plus
- Experience in an enterprise solution sales environment and the ability to partner with account executives in the development and closure of sales opportunities is preferred
- Ability to analyse existing processes and make recommendations around systems and more efficient processes
Empowering Diversity, Championing Inclusivity
Zluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.