Manager/Key Account Manager - Customer Success (4-7 Yrs) Mumbai/Delhi/Pune (After-Sales/Customer Service)

About the role:As a Customer Success Manager, you will be the strategic partner for the organization s B2B clients, ensuring high levels of client satisfaction, service delivery excellence, and long-term relationship management. You will collaborate closely with operations, technology, and account management teams to enhance customer experience and retention.Key Responsibilities:- Serve as the primary point of contact for assigned corporate clients, building long-term relationships.- Ensure smooth onboarding of new clients, including training, orientation, and account setup.- Monitor client satisfaction through regular check-ins, feedback surveys, and service delivery reviews.- Resolve client issues proactively by coordinating with internal teams (Ops, Tech, Fleet, Billing).- Analyze usage data, operational KPIs, and feedback to drive insights and recommend improvements.- Support in renewal discussions, contract modifications, and upselling/cross-sell opportunities.- Develop client-specific reports, dashboards, and presentations.- Work closely with fleet operations to ensure SLA adherence and minimize downtime/complaints.- Act as the voice of the customer internally to influence product and process improvement.Key Skills & Competencies:- Strong customer orientation with excellent communication and relationship-building skills.- Analytical mindset with ability to derive insights from data.- Conflict resolution and problem-solving abilities.- Ability to manage multiple clients and stakeholders simultaneously.- Proficiency in CRM tools and reporting platforms (Salesforce, Zoho, Excel, etc.).Qualifications :- Bachelor s degree (MBA preferred).- 4-7 years of experience in Customer Success / Account Management / Client Servicing, preferably in B2B, logistics, shared mobility, Hotel industry or SaaS sectors.- Experience working with enterprise customers and managing service SLAs. (ref:updazz.com)

Payroll Type : Permanent