Customer Success Manager

About the Role

We are seeking an experienced Customer Success Manager (CSM) to join our team. You will be the primary advocate for our customers, driving their success with Prodigal. As a CSM, your role will encompass the full customer lifecycle-from onboarding to driving adoption, retention, and satisfaction.

Key Competencies

• Customer Engagement & Retention: Proactively increase product usage, manage cross-selling and up-selling, and maintain a healthy Net Revenue Retention (NRR). Focus on zero churn while ensuring long-term customer relationships.
• Product Expertise: Possess a deep understanding of Prodigal's solutions to support customers and provide relevant guidance.
• Results-Driven: Success will be measured by scaling Annual Recurring Revenue (ARR), maintaining positive NPS, CSAT, and fostering customer growth.
  
  

Key Responsibilities

1. Own the Customer Journey: Lead the customer lifecycle from post-onboarding through ongoing relationship management. Ensure an exceptional user experience at every stage, identifying and addressing both stated and unstated customer challenges to drive adoption and deliver business value.
2. Build Deep Customer Understanding: Develop a comprehensive understanding of each customer's business, motivations, processes, and desired outcomes. Use these insights to design customized solutions that maximize success and drive value.
3. Drive Growth & Retention: Manage customer accounts strategically, focusing on retention, cross-selling, and up-selling. Analyze engagement and adoption metrics to continuously improve satisfaction and create growth opportunities.
4. Champion the Customer Voice: Act as the voice of the customer within Prodigal. Work closely with Product, Sales, and Growth teams to align product offerings with customer needs and communicate customer feedback to influence product development.
5. Foster Cross-functional Collaboration: Collaborate with Sales, Growth, and Product teams to streamline processes for pilots, onboarding, training, and customer support. Work with cross-functional teams to ensure customers realize ROI and unlock strategic growth.
6. Set Clear Expectations: Transparently communicate product capabilities and limitations to customers. Proactively navigate challenges to maintain trust and uphold long-term relationships.
7. Data-Driven Insights: Leverage usage data and customer feedback to refine strategies, improve product adoption, and provide actionable insights that help clients optimize their operations.
8. Proactively Manage Churn Risks: Identify early warning signs of potential churn and take proactive measures to mitigate them, ensuring a healthy and stable customer base.
9. Client Advocacy & Upselling: Advocate for customer needs within the company, driving product improvements and identifying upselling opportunities to expand customer value.
10. Strategic Thinking & Project Management: Bring strategic insights to client interactions and expertly manage project timelines, priorities, and customer expectations.
11. Renewals & Expansion: Collaborate with Sales to manage contract renewals and identify opportunities for account expansion, ensuring sustained growth.

Requirements

• Experience: 4+ years in a customer-facing role with North American customers, preferably in a B2B SaaS environment.
• SaaS Expertise: Proven experience as a Customer Success Manager, Implementation Specialist, or similar role within a high-growth, startup B2B SaaS company.
• Problem-Solving: Ability to navigate ambiguity, diagnose customer problems, and devise innovative solutions that ensure customer success.
• Proactive & Motivated: Self-driven with a creative approach to drive adoption, customer loyalty, and retention.
• Relationship Builder: Strong interpersonal skills and a proven track record of building long-lasting customer relationships.
• Strategic Partner: Comfortable and confident in client-facing interactions, always acting with a strategic mindset.
• Collaborative: Able to work effectively across teams and departments, driving outcomes through cooperation.
• Curiosity & Problem-Solving: A natural problem-solver with a curious mindset, always seeking ways to improve processes and outcomes.
• Time Management: Ability to prioritize and manage multiple tasks and client accounts simultaneously.

Flexible Hours: Willingness to work US hours (until 4:30 pm US Eastern Time).

Location: Mumbai (In-Office)

Job Benefits 

• GenAI experience – Work directly in the innovative field of GenAI, shaping groundbreaking projects that redefine consumer finance intelligence.
• World-class team - You'll get the chance to learn from (and teach) some of the brightest and most skilled people you'll ever meet. Our team members have been part of BCG, Deloitte, EY, Blackstone, Meta, Amazon and are IIT, IIM, BITS alumnus.
• Continuous education - As relentless seekers of knowledge, we sponsor and support any training materials, books, courses, and exam fees for upskilling yourself in areas related to your role - but that's not where it ends. If you make a good case for some extra learning, we're delighted to foot the tab.
• Food at the office – Meals are on us. We won't let your stomach grumble while you hustle.
• Health insurance - Health always comes first. The health of your family is as important to us, as it is to you. We offer insurance coverage for both you and your family.
• Flexible schedule - We're not a "clock in, clock out" company. Morning person? Start work while the world's still sleeping. Night owl? Ramp things up while others are winding down. You're fully trusted to create the right conditions for your own personal peak productivity. We only ask that you be available to your teammates for seamless collaboration.
• Generous leave policy - Take all the time you need to recharge your batteries - no cap on vacation here. Because a rested, relaxed, and refreshed mind is a happy and effective mind.
• Recreation & team activities – We regularly indulge in friendly football, table tennis, cooking sessions and challenge each other to do those extra push ups or chug that 4th drink (of course that’s Nimbu Pani).