Customer Success Manager
Job details
Who we are - At Beco, we’re dedicated to making sustainability accessible and convenient for all. As a fast-growing FMCG start-up, we have ambitious plans to scale rapidly over the next five years. To help us achieve this, we’re looking for a sales associate who can join us in building and growing our enterprise business, Pan India. Are you someone who- Has a “get it done” mindset Brings passion and a positive attitude Can thrive in fast-paced environments. Committed for the long term Focused on speed and execution What will you do at Beco -
- Develop and implement a customer success strategy to enhance satisfaction, loyalty, and retention while driving upsell opportunities.
- Design and manage effective onboarding and training processes to ensure seamless product adoption and customer engagement.
- Build strong customer relationships, address escalations, and proactively resolve potential issues using customer health metrics.
- Lead and mentor the customer success team, fostering a culture of advocacy, collaboration, and continuous improvement.
- Analyze customer success data to identify trends, improve processes, and provide actionable insights for product and service enhancements.
- Oversee customer support and issue resolution to ensure timely responses and maintain a positive customer experience.
- Establish reporting frameworks to communicate customer success metrics and health to internal stakeholders.
- Bachelor’s degree in business, marketing, or a related field (MBA preferred).
- 5+ years of experience in customer success, account management, or related fields, with at least 3 years in managing a team.
- Proven track record of improving customer satisfaction, retention, and lifetime value.
- Strong experience in building and scaling customer success teams.
- Excellent interpersonal and communication skills, with the ability to build relationships at all levels.
- Strong problem-solving skills and a customer-first mindset.
- Proficiency in CRM software, customer success platforms, and data analytics tools.
- Experience working cross-functionally with product, sales, and marketing teams.
- Customer satisfaction scores (CSAT, NPS)
- Customer retention and churn rates
- Customer lifetime value (CLV)
- Upsell and cross-sell success rates
- Onboarding time and customer adoption rates
- Response and resolution time for customer issues
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