Customer Success Manager (US Timezone / EMEA)
- Function : Customer Success
- Job Location : Whitefield, Bangalore
- Reporting to : CS Head
- Level : Mid Level
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.
Role Summary:
We are looking for a highly motivated and customer-centric Customer Success Manager (CSM) to join us. The CSM will be responsible for driving the success of a portfolio of Enterprise customers by ensuring effective onboarding, delivering value, managing relationships, and identifying opportunities for renewals, cross-sells, and upsells. As the key point of contact, the CSM will develop and implement success plans that lead to customer satisfaction, retention, and growth.
Key Responsibilities:
- Value Delivery: Ensure customers achieve their desired outcomes through effective onboarding, training, and success plans that provide maximum value in a timely manner.
- Manage Customer Relationships: Build and nurture strong, long-term relationships with customers to ensure renewals and maximize account growth opportunities.
- Renewals & Expansion: Identify and act on cross-sell and upsell opportunities by understanding customer needs and aligning them with the right solutions to ensure a smooth renewal process.
- Implementation Management: Lead the implementation of new customers by accurately understanding their goals, translating them into an actionable implementation plan, and ensuring quick value realization.
- Kick-off and Scope Setting: Drive the kick-off call, set clear expectations, and finalize the implementation scope and requirements with the customer to ensure success.
- Technical Acumen: Leverage technical expertise to ensure seamless product implementation, resolve complex customer issues, and optimize usage for value delivery.
- Customer Success Meetings: Set up / lead regular meetings with the customer providing updates on onboarding progress, address escalations, and delivering weekly status reports.
- Training & Enablement: Coordinate and train users on the platform to ensure they feel confident and empowered to derive maximum value.
- Best Practices Advisory: Advise customers on SaaS management best practices and guide them on how to effectively use the platform to achieve their goals.
- Issue Resolution: Proactively identify, address, and resolve customer issues by working independently and collaborating with other teams as needed.
- Customer Advocacy: Build customer loyalty by encouraging references, referrals, and case studies, and advocating for customers within the organization.
- Communication: Effectively communicate feature updates and roadmap news to customers, while collecting valuable user feedback to share with the Product team.
- Process Documentation: Codify Customer Success workflows by documenting playbooks, outreach cadences, and best practices to streamline operations.
- Team Development: Contribute to building a world-class customer success team by helping recruit the right resources and sharing expertise with new hires
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
- Technical Skills: Familiarity with IAM, SaaS platforms and CS metrics.
- Experience in the enterprise software industry.
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.