Customer Success Manager

Job Title: Customer Success Manager

Experience: 7+ years

Location: Ahmedabad, Gujarat

Department: Customer Success Management

About Simform

Simform is a premier digital engineering company specialising in Cloud, Data, AI/ML, and Experience Engineering to create seamless digital experiences and scalable products. Simform has strong capabilities across Microsoft, AWS, Google Cloud, and Databricks. With a presence in 6 countries, Simform primarily serves North America, the UK, and the Northern European market. Simform is well-recognised as one of the most reputed employers in the region, having created a thriving work culture with a high work-life balance that gives a sense of freedom and opportunity to grow.

Role Overview

We are looking for a technically savvy customer success manager who possesses a strong drive for results. The duties of the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding clients, and minimizing churn. One should also be able to handle customer complaints and requests. Successful candidates must be social and analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers and maximize value.

Key Responsibilities

• Develop and manage client relationships.
• Develop and manage relationships with the project team/internal team.
• Analyze customer data to improve customer experience.
• Act as a liaison between the customer and the delivery team
• Identify, troubleshoot and proactively solve customer problems
• Create positive relationships with customers to turn them into brand advocates
• Responsible for growing customer accounts by identifying new opportunities in existing accounts.
• Meet with customers on a regular basis
• Manage billing disputes and upgrade/downgrade requests
• Provide feedback to the Delivery team on how customers challenges
• Ensure all contractual obligations are kept up to date, including payment terms.
• Minimize customer churn.

• Overall 7+ years of experience in IT industry
• Atleast 3+ years of experience purely in the Customer Success role.
• Highly organized and able to multitask.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Demonstrate leadership qualities.
• Ability to identify and manage risks
• Deep understanding of technology.
• Knowledge of customer success processes.
• Experience in document creation.
• Patient and active listener.
• Passion for service.

• Flat-hierarchical, friendly, engineering-oriented, and growth-focused culture.
• Flexible work timing, leaves for life events, work-from-home options.
• Free health insurance.
• Office facility with a fully-equipped game zone, in-office kitchen with affordable lunch service, and free snacks.
• Sponsorship for certifications/events and library service.