Customer Success Manager

About the Role:

As a Customer Success Manager you will be responsible for providing complete support to the customers for CleverTap on value realization, solution engineering and product adoption with the customer's system, retain and grow CleverTap business by effective customer success management

What will you do:

- Drive the product adoption to help customer achieve their business outcomes and realize value (build Success Plans)

- Develop an intimate understanding of your customers’ businesses, conduct health checks

- Develop a network of champions within each account through education, coaching, and strong influencing skills

- Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews

- Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals

- Be an expert on trends and best practices for digital marketing and analytics

- Enlighten our customers with insights gleaned from their own data and industry trends

- Ensure customers get maximum value from CleverTap by leveraging full platform functionality

- Liaison between your customers and all the internal teams

- Handle customer concerns with confidence, putting them at ease.

What we are looking for?

Must have:

- Great presentation skills (interpersonal & with customers) exception handling and escalation management

- Graduation (Preferably in Engineering/Technology)

- 3+ years of experience as a Customer Success Manager or Account Manager, preference for marketing, agency, or consulting experience

- Strong technical aptitude. Can confidently project manage a technical project with many moving pieces

- Flexibility to travel domestically/internationally if required

- Ability to speak fluently in English & Bahasa- Account management experience, closely working with customers for product features / Use Case adoption and consumption.

Good to have:

- Experience in SaaS

Measures of Success:

- GRR (Gross Retention Rate) & NRR (Net Retention Rate)

- Customer Delight Score (NPS, CSAT)

- Product Adoption & Consumption - breadth and depth

**Who will you report to:**Customer Success Director

Why join us?

- Be a part of a global growth stage startup

- Work in a fast-paced, dynamic environment where your contribution matters

- You are passionate about technology and its impact on the high growth mobile technology space

- Innovate at scale, with learning opportunities

What is working at CleverTap like?

- Be a part of a global category creator - hyper growth B2B SaaS startup

- Work in a fast-paced, dynamic environment where your contribution matters

- Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team

- Accountability and driving outcomes is the key to success

- Your career here is limited by you and nothing else

- Teamwork trumps individual success

- You are passionate about experience technology and its impact on enabling growth

- Innovate at scale, with learning opportunities and having fun along the way!

About the Function:

Customer Success at CleverTap is a relationship-focused client management team, comprising tech experts, solution architects, and delivery managers that align customer goals for beneficial outcomes. Customer success at CleverTap focuses on ensuring customers achieve their desired outcomes while using CleverTap products. The key performance indicator of our effective and efficient Customer Success strategy is typically decreased customer churn and increased up-sell opportunities. The goal of the Customer Success team is to make the customer as successful as possible, which in turn, improves customer lifetime value (CLTV) for the company. The key sub-functions of CleverTap’s CS team are the technical and knowledge enablement of customers, identifying growth opportunities for customers, and forecasting the churn risk.

We are a team of Growth Pilots where everyone works together towards a common objective:

P : Act with First Principles

I : Take Initiative

L : Seek to Learn

O : Take Ownership of Outcomes

T : Help Achieve Together

S : Speak up then Commit

About CleverTap:

CleverTap is the World's #1 Retention Cloud that helps app-first brands personalize and optimize all consumer touch points to improve user engagement, retention, and lifetime value. It's the only solution built to address the needs of retention and growth teams, with audience analytics, deep-segmentation, multi-channel engagement, product recommendations, and automation in one unified product.

The platform is powered by TesseractDB™ - the world’s first purpose-built database for customer engagement, offering both speed and economies of scale.

CleverTap is trusted by 2000 customers, including AirAsia, Electronic Arts, TED, English Premier League, TD Bank, Carousell, Papa Johns, and Tesco.

Backed by leading investors such as Sequoia India, Tiger Global, Accel, and CDPQ the company is headquartered in Mountain View, California, with presence in San Francisco, New York, São Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Singapore, and Jakarta.

For more information, visit clevertap.com or follow on LinkedIn and Twitter.

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