Customer Success Manager

Company Description

Innefu Labs Pvt Ltd. is an Indian cybersecurity and artificial intelligence (AI) company headquartered in New Delhi, India. The company specializes in providing cutting-edge cybersecurity solutions, AI-driven products and services to various sectors, including government, defence, law enforcement, and enterprises.

Job Description:

As a Customer Success Manager, you will play a pivotal role in ensuring that our customers receive exceptional support from the post production stage through their entire customer journey. You will work closely with our Delivery, sales, marketing, and customer success teams to understand customer needs, provide technical expertise, and ensure successful retention, profitability and growth through cross sell/Upsell.

Key Responsibilities:

Success Planning: Collaborate with customers to create and implement tailored success plans that outline specific goals, milestones, and action items. The objective of success plan to help customer driving the value of product purchased through specific issue resolutions, Training, Tech workshops and enablement.

Account Management: Maintain a deep understanding of each customer's needs and objectives. Regularly engage with customers to proactively identify opportunities for additional services, upselling, or cross-selling.

Technical Expertise: Serve as a technical subject matter expert for customers, providing guidance, troubleshooting support, and sharing best practices.

Feedback Loop: Collect feedback from customers and the sales team to identify opportunities for product or process improvement.

Qualifications:

• Bachelor's degree (BE/MCA/MBA)

• 6-12 years of experience in customer success, pre-sales, Enterprise Customer support, technical sales, or a related role in Software based product and services.

• Strong technical background with the ability to explain complex concepts in a clear and understandable manner.

• Excellent communication and presentation skills. Familiarity with industry-specific tools/software is a plus.