Sr Customer Success Manager

At Vrinsoft, we are dedicated to delivering cutting-edge digital solutions while ensuring an exceptional experience for our clients. As we continue to grow, we’re looking for a Senior Customer Success Manager who can build strong, trust-based client relationships and support customers through every phase of their journey.

Key Responsibilities:

Client Relationship Management: Serve as the primary point of contact for a portfolio of clients, fostering long-term, strategic relationships.
Customer Advocacy: Act as the voice of the customer internally to ensure their needs are met and exceeded.
Operational & Technical Support: Provide both strategic and hands-on support to ensure seamless onboarding, implementation, and ongoing success.
Cross-Sell/Upsell Initiatives: Identify opportunities for account expansion and work with sales teams to drive additional value for clients.
Problem Resolution: Quickly address and resolve client issues by collaborating with internal technical and operational teams.
Customer Retention: Focus on customer satisfaction, reducing churn, and increasing lifetime value.
Process Improvement: Implement scalable customer success processes and strategies that improve overall client experience.
Client Insights & Analysis: Evaluate client performance data, identify trends, and provide actionable insights to enhance service delivery.
Stakeholder Collaboration: Liaise with cross-functional teams (sales, development, support) to ensure client expectations are met.

What We’re Looking For:

Strong, confident personality with leadership traits
Excellent communication and presentation skills
Analytical mindset with a customer-first approach
Proven ability to build trust and maintain transparency with clients
Strong interpersonal skills and coordination abilities
Previous experience in account management or customer success, ideally with cross-sell/upsell exposure
Tech-savvy and comfortable with SaaS/IT products
Bachelor’s/Master’s degree in Engineering, Computer Science (BE/MCA preferred)
Process-oriented and capable of managing recurring business
Experience in onboarding new clients and driving continuous engagement

Preferred Qualifications:

5+ years of experience in a customer-facing role (Customer Success, Account Management, or Project Delivery)
Background in IT services, SaaS, or digital solutions
Familiarity with CRM tools and customer success platforms