Job Title:

Customer Success Manager - US Region

Location: Bengaluru

Experience: Min 5 yrs

Function: Support and Delivery

Positions: 1

Job Description

  • Be able to deliver on, and communicate the value associated with their
    investment in Acqueon
  • Influence customer lifetime value through higher product adoption, customer satisfaction and overall CSAT scores
  • Manage an enterprise book of customers, responsible for revenue retention & growth
  • Prepare, implement and execute Strategic Account plans and update at set cadence
  • Build relationships with senior stakeholders and manage account planning, drive continuous engagement, adoption, and value of the product for customers based in North America region
  • Being the trusted partner for the customer on the use-case and product functionality
  • Quarterbacking experiences by working with various cross-functional teams at Acqueon, on behalf of the customer
  • Drive new business growth through greater advocacy and reference-ability
  • Increase renewal rates and track accounts to identify churn risk and work proactively to eliminate risk
  • Create cadence for review within the team
  • Expose a subset of metrics to the executive & leadership team


Primary Skills

  • 5+ years working with B2B SaaS enterprise customers in a CSM/Customer facing capacity is a must
  • Self-driven, proactive in nature & successfully managed and work with enterprise level customers
  • Strength in multi-tasking, prioritization, attention to detail, and organization
  • Excellent team-player who gives ideas to improve processes
  • Patient and active listener
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Take ownership of the relationship post sales and grow the customer
  • Champion the product and be an evangelist
  • Strong empathy for customers
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Strong leadership skills – Enthusiastic, Creative and ability to inspire others
  • Impressive executive presence and communication and presentation skills
  • Ability to create structure in ambiguous situations and design effective processes
  • Bias for action
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Services)
  • Analytical and process-oriented mind-set
  • Demonstrated desire for continuous learning and improvement
  • Relevant Bachelor’s degree; preference for computer science or related degrees


Secondary Skills

  • Maintains customer satisfaction by providing problem-solving resources
  • Resolve customers’ questions and problems
  • Technical “show and tell” skills with an emphasis on product/platform education
  • Prepares and completes actions plans
  • Completes health check audits
  • Identifies customer service trends and determines system improvements
  • Determines customer service requirements by maintaining contact with customers and identifying operational environments
  • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analysing results
  • Managing processes & process improvement
  • Strong decision-making skills
  • Ability to work in the US time zone (EST & PST)

Apply Now!

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