Manager - Customer Success (B2B Enterprise Tech Product)

Job Title: Manager - Customer Success (B2B Enterprise Tech Product) Role Summary: We are seeking an experienced and proactive Manager - Customer Success to join our B2B enterprise tech product team. This role is integral to ensuring client satisfaction, retention, and seamless service delivery while driving upselling/cross-selling opportunities and managing stakeholder expectations. The Manager - Customer Success will act as a strategic partner for enterprise clients, leveraging expertise in Zoho CRM and customer-centric processes to deliver value and achieve business objectives. The ideal candidate will have a solid background in customer success within the enterprise technology space and a knack for problem-solving, process optimization, and building strong client relationships. Key Responsibilities: - Build and maintain strong relationships with enterprise clients to drive retention, satisfaction, and long-term success. - Serve as the primary point of contact for client inquiries, ensuring timely resolution of issues. - Conduct detailed product demos to drive adoption and support upselling or cross-selling initiatives. - Analyze customer usage and feedback to identify opportunities for additional value and improvement. - Collaborate across teams including sales, product, and technical support to align customer success efforts. - Prepare and maintain MIS and other stakeholder reports to track performance metrics, renewals, and client health. - Design, implement, and optimize customer success workflows and processes for consistent service delivery. Required Qualifications: - Bachelor’s degree in Business, Technology, or a related field. - 2 to 5 years of experience in enterprise customer success or a similar role. - Hands-on experience with Zoho CRM for managing client relationships and data. - Proven ability to upsell and cross-sell in a B2B environment. - Experience in fostering client retention and managing renewals within an enterprise tech space. Key Skills: - Customer Success - Client Relationship Management - Stakeholder Reporting - Cross-Selling and Upselling - Product Demo Delivery - Problem-Solving - Process Development - Communication Skills - Customer Retention - Enterprise Tech Knowledge Nice-to-Have Qualifications: - Experience with Document Management Systems or related tech tools. - Background in selling CRM software or ERP solutions. - Familiarity with enterprise technology products and their implementation.