Senior Manager Customer Success

About the Role

India’s leading Educational ERP Software company, a Deloitte Fast 50 Company and ET Growth Champion, Academia by Serosoft is looking for a dynamic and customer-focused Senior Manager – Customer Success to lead the Customer Success function and drive customer satisfaction, product adoption, retention, and long-term customer growth.

The role will be responsible for managing key customer relationships, leading the Customer Success team, resolving critical escalations, and working closely with internal teams to deliver an exceptional customer experience.

Key Responsibilities

• Lead, mentor and manage the Customer Success team to ensure high performance and customer satisfaction.
• Build and maintain strong relationships with key stakeholders and senior leadership at client organizations.
• Drive customer satisfaction, product adoption, engagement, retention, and overall account health.
• Conduct regular customer reviews to understand business objectives, challenges, product usage, and improvement opportunities.
• Proactively identify customer risks and manage critical escalations to ensure timely resolution.
• Monitor customer accounts, product usage, and key success metrics to identify opportunities for improvement and growth.
• Identify opportunities for upselling and cross-selling in collaboration with relevant internal teams.
• Work closely with Product, Technology, Implementation, Support, and Sales teams to resolve issues and improve the overall customer experience.
• Represent the voice of the customer internally and drive continuous improvement in products, processes, and services.
• Establish and improve Customer Success processes, reporting, and key performance metrics.
• Track and analyse customer data, including product adoption, customer satisfaction, ticket trends, and account health.
• Travel to client locations as required for strategic meetings, relationship management, critical escalations, and other business requirements.

Education & Experience

• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Technology, Business Administration, or a related field.
• 8+ years of overall experience in Customer Success, Client Relationship Management, Account Management, Consulting, or similar customer-facing roles.
• Experience in leading or managing a Customer Success, Support, Account Management, or Client Services team.
• Experience with ERP, SaaS, or Enterprise Software is preferred.
• Experience in the Education domain will be an added advantage.

Skills

• Strong leadership and team management skills.
• Excellent customer relationship and stakeholder management abilities.
• Strong communication, presentation, negotiation, and influencing skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Ability to manage complex customer issues and escalations effectively.
• Strong understanding of customer retention, product adoption, customer satisfaction, and account growth.
• Experience with CRM and ticketing tools such as Jira, Freshdesk, Zendesk, Salesforce, Zoho CRM, or similar platforms.
• High level of ownership, accountability, and customer orientation.
• Ability to work effectively with multiple cross-functional teams.

What We Offer? 

At Academia by Serosoft, we believe in fostering a culture of innovation, collaboration, and excellence. Discover what makes Academia by Serosoft the perfect place to thrive:

• Learning & Growth: We support your professional development at every step.
• Cutting-Edge Technologies: Engage in pioneering and innovative projects.
• Global Opportunities: Expand your horizons & work on international assignments.
• Exciting Events & Outings: Enjoy vibrant celebrations and team activities.
• Best of Breed Compensation: Competitive pay that rewards your skills & contributions.
• 5 Days a Week: Embrace a healthy work-life balance.
• Group Health Insurance: Your health and well-being are our priority.
• Open Door Policy: Your ideas and feedback are always welcome.
• Beautiful Office in Indore: Work in India’s cleanest city, right in the heart of it!

Join our dynamic team and be part of an innovative company where your efforts will directly shape the future of global education, empowering you to drive meaningful impact and be part of an inspiring growth journey.