Customer Success Manager

Sappy is at the forefront of revolutionising customer engagement with our AI-driven platform. We empower businesses to deliver exceptional, personalised support. Join our innovative team and help shape the future of customer engagement!

Bangalore (India), Boston (US)

Hybrid

Job Description:

We are seeking a seasoned and proactive Customer Success Manager to join our team. As a Customer Success Manager at Sappy, you will be responsible for managing a portfolio of 75+ accounts, driving product adoption, and ensuring customer retention. You will serve as a product expert and strategic consultant, collaborating closely with customers to understand their business needs and how Sappy's platform can address them.

Responsibilities:

  • Account Management: Manage a book of 75+ accounts, driving product adoption and ensuring customer retention.
  • Strategic Consulting: Act as a product expert and strategic consultant, understanding how Sappy's platform can solve business problems for customers.
  • Sales Partnership: Partner closely with the Sales team to ensure a seamless customer experience and drive customer satisfaction.
  • Process Improvement: Develop and implement new processes to shape how the wider Customer Success team operates, driving efficiency and effectiveness.
  • Cross-Functional Collaboration: Work closely with R&D as an internal spokesperson for strategic customers, advocating for their needs and priorities.
  • Team Development: Mentor and coach other team members to develop their core skills and ensure success with their customers.
  • Travel: Occasionally travel for face-to-face meetings with customers.

Requirements:

  • Experience: Minimum of 5 years of experience in customer success, account management, or related roles, preferably in a tech or SaaS company.
  • Account Management: Proven track record of managing large portfolios of accounts and driving customer success.
  • Strategic Thinking: Strong strategic thinking and consulting skills, with the ability to understand complex business challenges and identify solutions.
  • Collaboration: Excellent collaboration and communication skills, with the ability to partner effectively with cross-functional teams.
  • Process Improvement: Experience developing and implementing new processes to drive operational efficiency and effectiveness.
  • Leadership: Demonstrated leadership skills, with the ability to mentor and coach team members.
  • Travel: Willingness to travel occasionally for face-to-face meetings with customers.

What We Offer/Why You’ll Love Working at Sappy:

  • Innovative Environment: Work in a dynamic and fast-paced environment with cutting-edge technology.
  • Career Growth: Opportunities for professional development and career advancement.
  • Flexible Work: Enjoy flexible working hours and remote work options.
  • Competitive Compensation: Attractive salary and benefits package.
  • Inclusive Culture: A diverse and inclusive workplace where your ideas are valued
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