Customer Success Manager

Role Description

This is a full-time Customer Success Manager role located at Noida. Key responsibilities :

Customer Lifecycle Ownership:

Lead customers through onboarding, adoption, expansion, and retention phases to ensure they achieve their business outcomes with Zeapl.

Product Training & Enablement:

Deliver comprehensive product training and onboarding sessions to help customers understand and realize the value of Zeapl.

Usage Gap Analysis:

Monitor product usage, identify gaps, and provide actionable recommendations to maximize customer success.

Relationship Management:

Build trusted, value-based relationships with key stakeholders and create internal champions to drive product adoption across the customer organization.

Strategic Business Reviews:

Conduct periodic QBRs/EBRs to review progress against goals, communicate product ROI, and align on future initiatives.

Upsell & Cross-sell Opportunities:

Identify and nurture opportunities to expand customer accounts by positioning additional features, modules, or use cases aligned with customer needs.

Use Case Identification:

Understand customer goals and processes to map and propose Zeapl solutions that drive measurable impact.

Success Planning & Execution:

Define success metrics, deployment goals, and implementation plans tailored to each customer’s objectives.

Customer Feedback & Product Insights:

Gather feedback from customers and collaborate with the product team to influence the product roadmap and resolve issues.

Marketing Collaboration:

Partner with the marketing team to drive customer advocacy through surveys, testimonials, case studies, and community events.

Customer Milestones:

Define, track, and celebrate customer success milestones to reinforce value realization.

Process Optimization:

Continuously improve internal CS processes and contribute to building scalable playbooks and frameworks.

Customer Advocacy:

Promote and drive customer advocacy programs including reviews, customer meetups, and centers of excellence within client organizations.

Ideal Candidate :

Proven ability to manage enterprise accounts and drive adoption and retention

Excellent communication, presentation, and interpersonal skills

Strong analytical mindset with ability to derive insights from usage data

Experience working cross-functionally with Product, Sales, and Marketing teams

Ability to thrive in a fast-paced, evolving, and collaborative startup environment

Bachelor's degree in Business, Technology, or related field

Education & Experience:

Bachelor's degree in Technology, Business Administration, Marketing, or related field

Min 4 years of experience in related field