Customer Success Manager/ Account Manager

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Requirements:

• Minimum 2 years of experience as a Customer Success Manager in a fast-paced B2B environment.
• Proven experience in customer success or account management within a B2B SaaS or software company.
• Exceptional interpersonal and communication skills to engage with stakeholders.
• Proactive attitude in identifying opportunities to expand customer accounts.
• Strong ability to simplify complex technical concepts for non-technical customers.
• Willingness to learn and develop technical skills.
• Demonstrated success in renewals, upselling, and account expansion strategies.
• Exceptional written and verbal communication skills.
• Meticulous attention to detail.
• Familiarity with Intercom, Chargebee, NPS tools, or similar platforms is a plus.

Responsibilities:

• Serve as the primary contact for onboarding, training, and ongoing support to ensure seamless adoption of Digify's platform.
• Increase customer satisfaction and retention by building strong, long-term client relationships.
• Conduct regular check-ins to improve product usage and address customer issues promptly.
• Collaborate with customers on renewals, account expansions, and retention strategies.
• Act as the voice of the customer, providing actionable feedback to Product, Sales, and Marketing teams.
• Monitor and report key success metrics to identify trends and opportunities.
• Troubleshoot technical issues in partnership with the Engineering and Development teams.
• Facilitate customer advocacy by encouraging online reviews and participation in referral programs.
• Proactively manage a book of business, tracking account health and mitigating retention risks.
• Collaborate cross-functionally to optimize processes and implement solutions for customer success.