About Job

As a Sr. Customer Success Manager at Demo2, you will play a crucial role in ensuring the success and satisfaction of our valued customers. Your primary focus will be on building strong relationships, managing churn, and driving revenue growth through cross-selling and upselling strategies.

In this role, you will collaborate closely with the sales and marketing teams to leverage CRM tools like HubSpot for effective customer engagement and strategic selling. Your excellent communication skills will be key in understanding customer needs and delivering solutions that drive mutual success.

Skills & Qualification

• Customer Success Management: Ability to effectively manage and optimize customer relationships to drive satisfaction and retention.

• Relationship Management: Strong skills in building and maintaining relationships with clients to ensure long-term partnerships.

• Churn Management: Experience in identifying and addressing factors leading to customer churn, implementing strategies to reduce churn rate.

• Cross-Selling: Proficiency in identifying opportunities to sell additional products or services to existing customers.

• Upselling: Expertise in persuading customers to upgrade or purchase higher-end products or services.

• CRM: Proficient in utilizing Customer Relationship Management tools to track customer interactions and manage relationships effectively.

• HubSpot: Hands-on experience with HubSpot or similar CRM platforms for customer engagement and marketing automation.

• Strategic Selling: Ability to develop and execute strategic sales plans to drive revenue growth and meet targets.

• Communication Skills: Excellent verbal and written communication skills to interact with customers and internal teams effectively.

Responsibilities

• Lead the customer success team in driving adoption, retention, and growth among our client base.

• Implement proactive strategies to manage and reduce churn, ensuring high customer renewal rates.

• Collaborate with sales and marketing teams to identify opportunities for cross-selling and upselling.

• Utilize CRM tools like HubSpot to monitor customer interactions, track progress, and analyze data for insights.

• Develop and execute strategic plans for each customer to maximize their success and satisfaction.

• Provide regular updates and reports to senior management on key metrics and customer feedback.

• Ensure timely resolution of customer issues and escalations, maintaining a high level of customer satisfaction.

• Conduct regular customer success reviews to assess progress, address challenges, and identify growth opportunities.

• Continuously improve processes and workflows to enhance the overall customer experience and drive retention.