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LogIQ Labs Pvt.Ltd. logo
Customer Success Manager
Customer Success Manager
LogIQ Labs Pvt.Ltd.'s logo

Customer Success Manager

HR eShipz's profile picture
Posted by HR eShipz
3 - 5 yrs
₹7L - ₹12L / yr
Bengaluru (Bangalore)
Skills
Customer Success
Technical support
Team Handling

Key Responsibilities

1. Team Leadership & Mentoring (30%)

  • Mentorship: Lead, mentor, and coach a team of [X] Customer Success Associates. Conduct weekly 1:1s to review pipeline, blockers, and personal development.
  • Escalation Management: Act as the primary point of escalation for critical client issues that your team cannot resolve independently.
  • Performance Tracking: Monitor team KPIs (Time-to-Value, NPS, Response Time) and provide constructive feedback to ensure targets are met.

2. Strategic Reporting & Analytics (30%)

  • Executive Reporting: Own the generation of weekly and monthly CS reports for the leadership team. This includes tracking Churn Rate, Net Revenue Retention (NRR), and Customer Health Scores.
  • Forecasting: Analyze usage data to predict potential churn risks and identify upsell opportunities for the upcoming quarter.
  • QBR Preparation: Standardize the template and data requirements for Quarterly Business Reviews (QBRs) across the team to ensure consistency.
  • Data Integrity: Maintain hygiene in our CRM/CS Platform, ensuring all client interactions and health metrics are logged accurately.

3. Client Management (40%)

  • Portfolio Management: Directly manage a portfolio of our High-Value/Enterprise clients, ensuring they achieve their desired business outcomes.
  • Lifecycle Management: Oversee the end-to-end client journey for your accounts—from onboarding and training to renewal and expansion.
  • Advocacy: Act as the Voice of the Customer (VoC) internally, collaborating with Product and Sales teams to prioritize features that reduce churn.

🎓 What We Are Looking For

  • Experience: 5+ years in B2B SaaS Customer Success or Account Management, with at least 1 year of experience mentoring or leading a team.
  • Data Proficiency: You love Excel/Google Sheets. You are comfortable using Pivot Tables and Lookups to crunch numbers and derive insights. (Experience with Tableau/PowerBI is a strong plus).
  • Storytelling with Data: You don't just send a spreadsheet; you can look at the numbers and explain why a customer is at risk or where the expansion opportunity lies.
  • Communication: Executive-level presence. You can command a room during a QBR and handle difficult conversations with unhappy clients.


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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About LogIQ Labs Pvt.Ltd.

Founded :
2019
Type :
Services
Size :
20-100
Stage :
Raised funding

About

]eShipz: Simplifying Global Shipping for Businesses: At eShipz, we are revolutionizing how businesses manage their shipping processes. Our platform is designed to offer seamless multi-carrier integration, enabling businesses of all sizes to ship effortlessly across the globe. Whether you're an e-commerce brand, a manufacturer, or a logistics provider, eShipz helps streamline your supply chain with real-time tracking, automated shipping labels, cost-effective shipping rates, and comprehensive reporting.


Our goal is to empower businesses by simplifying logistics, reducing shipping costs, and improving operational efficiency. With an easy-to-use dashboard and a dedicated support team, eShipz ensures that you focus on scaling your business while we handle your shipping needs.


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Shwetha K

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Shubham Vishwakarma

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