Customer Relationship Manager

Job description

As a Post-Sales Customer Relationship Manager, your core focus will be on ensuring long-term customer satisfaction, retention, and account growth. Youll act as the trusted advisor and advocate for our customers, ensuring their goals are met and they receive maximum value from our platform. This is not a sales role, but youll be instrumental in identifying opportunities for expansion and renewals.

Key Responsibilities

Develop and maintain strong, long-term relationships with assigned customer accounts post-sale.

Ensure smooth handoff from Sales and Onboarding teams to Customer Success.

Serve as the primary point of contact for strategic customers, advocating for their needs internally.

Conduct regular check-ins, business reviews, and success planning meetings.

Monitor customer health scores, usage metrics, and engagement trends to proactively address risks.

Identify upsell, cross-sell, and renewal opportunities and collaborate with the Sales team to execute.

Collaborate with Support, Product, and Engineering teams to resolve issues and improve the customer experience.

Collect and share customer feedback to influence product roadmap and service improvements.

Maintain accurate and up-to-date CRM records, including customer communication, activities, and risks.

Qualifications

Bachelor's degree in Business, Communications, Information Technology, or a related field.

1-3 years of experience in Customer Success, Account Management, or Relationship Management within a SaaS or B2B technology company.

Strong understanding of SaaS business models, subscription metrics (e.g., churn, NRR, LTV), and customer journey stages.

Excellent interpersonal, communication, and presentation skills.

Proven ability to build trust and maintain strong client relationships.

Strong problem-solving skills and a proactive mindset.

Familiarity with CRM systems (e.g., Salesforce, HubSpot), customer success tools (e.g., Gainsight, Totango), and support platforms.

Preferred Qualifications

Experience managing enterprise or mid-market customer accounts.

Background in tech, product, or implementation support.

Role: Sales Support & Operations - Other

Industry Type: Software Product

Department: Sales & Business Development

Employment Type: Full Time, Permanent

Role Category: Sales Support & Operations

Education

UG: Any Graduate

Key Skills

Skills highlighted with ‘‘ are preferred keyskills

Customer Service

Handling Customer QueriesSolving QueriesCustomer SatisfactionHandling Client CallsComplaint HandlingCustomer QueriesQuery ResolutionCustomer Handling