Position: Customer Success Specialist
Experience: 4–6 Years
Location: Mumbai
Employment Type: Full-Time
Job Summary
SANeForce is looking for an experienced Customer Success Specialist with 4–6 years of experience in Customer Success, Client Relationship Management, Account Management, SaaS, Software Implementation or B2B Client Management.
The candidate will be responsible for managing customer relationships, driving customer onboarding, product adoption, implementation, engagement, retention, and satisfaction. The role requires strong communication, stakeholder management, problem-solving, and coordination skills, with the ability to work closely with Sales, Product, Implementation, Support and Development teams.
Key Responsibilities
- Manage and maintain strong relationships with assigned B2B clients/customers.
- Act as the primary point of contact for customer requirements, queries, and escalations.
- Manage the complete customer lifecycle, including onboarding, implementation, adoption, engagement, and retention.
- Conduct product demonstrations, customer training, onboarding sessions and knowledge-sharing sessions.
- Drive product adoption and ensure customers derive maximum value from SANeForce solutions.
- Track customer complaints, support tickets, service requests, and escalations until closure.
- Conduct regular customer follow-ups and business reviews to understand customer satisfaction and requirements.
- Maintain customer records, interaction history, requirements, and action items in CRM/customer management systems.
- Prepare and maintain reports related to customer engagement, product adoption, open issues, customer satisfaction and account health.
- Proactively identify customer risks and work on appropriate retention strategies.
- Handle customer escalations professionally and ensure timely communication and resolution.
- Travel to customer locations for meetings, implementation, training, or support, whenever required.
Preferred Skills
- 4–6 years of relevant experience in Customer Success / Customer Relationship Management / Client Management / Account Management / Customer Support / SaaS Implementation.
- Strong experience in B2B Customer Management / Client Relationship Management.
- Experience working with SaaS / IT Software / Enterprise Software products.
- Strong understanding of Customer Onboarding, Product Adoption, Customer Engagement, Retention and Customer Satisfaction.
- Excellent verbal and written communication skills.
- Strong stakeholder management and client-facing skills.
- Good problem-solving and analytical abilities.
- Experience coordinating with cross-functional teams.
- Strong presentation, product demonstration, and customer training skills.
- Good working knowledge of MS Excel, MS PowerPoint, MS Word and CRM tools.
- Willingness to travel for customer meetings and business requirements.
