Customer Success Manager
Company ABC
- Handling India's largest communication service provider, and other CSPs in Europe region, driving value realization and identifying & nurturing growth opportunities.
- Managing a $10M ARR portfolio and achieved over 25% incremental ARR by cross-selling relevant products in Wifi optimization domain and SMB Wifi solutions and strategically up-selling by shifting subscription tiers based on maturity models, adoption trends, and solid success plans.
- Influencing adoption & value realization metrics and leveraging them for QBRs to align on executive priorities, discuss product roadmaps, and explore opportunities to scale relevant to customer growth plans and goals.
- Collaborating with customer GTM teams to co-create rollout plans, helping with customer-facing collateral for Product features, and drive bundled subscription campaigns across India and Europe.
- Drive customization of white-labeled mobile apps, functionality workflows, Figma designs by aligning with internal and external product teams as per CSP-specific requirements.
- Leading high-stakes communication scenarios like escalations & expectations management. Take care of product & roadmap demonstrations/presentations to executives on the customer side.
- Mentoring 6 CSMs, help them ramp up to handle customers and guide with strategies to drive value, adoption and churn forecasting and mitigation.
- Managing complex implementations involving CSPs, product, firmware, and hardware partners.
- Working closely with internal teams (API, UI, DevOps, Support) to define requirements, prioritize features, and support cloud deployments.
- Leading cloud upgrades with new features and fixes, ensuring a smooth rollout and customer readiness.
- Influencing product roadmap by representing customer needs, collaborating with Product Managers, and tracking progress through Jira for stakeholder alignment.
