Customer Success Manager
Drive customer satisfaction and long-term value by guiding users through onboarding, adoption, and ongoing engagement. You’ll proactively manage relationships, align our solutions with customer goals, and ensure every client achieves measurable success with Sappy.
Bangalore (India), Boston (US)
Hybrid
Job Description:
We are seeking a seasoned and proactive Customer Success Manager to join our team. As a Customer Success Manager at Sappy, you will be responsible for managing a portfolio of 75+ accounts, driving product adoption, and ensuring customer retention. You will serve as a product expert and strategic consultant, collaborating closely with customers to understand their business needs and how Sappy's platform can address them.
Responsibilities:
- Account Management: Manage a book of 75+ accounts, driving product adoption and ensuring customer retention.
- Strategic Consulting: Act as a product expert and strategic consultant, understanding how Sappy's platform can solve business problems for customers.
- Sales Partnership: Partner closely with the Sales team to ensure a seamless customer experience and drive customer satisfaction.
- Process Improvement: Develop and implement new processes to shape how the wider Customer Success team operates, driving efficiency and effectiveness.
- Cross-Functional Collaboration: Work closely with R&D as an internal spokesperson for strategic customers, advocating for their needs and priorities.
- Team Development: Mentor and coach other team members to develop their core skills and ensure success with their customers.
- Travel: Occasionally travel for face-to-face meetings with customers.
Requirements:
- Experience: Minimum of 5 years of experience in customer success, account management, or related roles, preferably in a tech or SaaS company.
- Account Management: Proven track record of managing large portfolios of accounts and driving customer success.
- Strategic Thinking: Strong strategic thinking and consulting skills, with the ability to understand complex business challenges and identify solutions.
- Collaboration: Excellent collaboration and communication skills, with the ability to partner effectively with cross-functional teams.
- Process Improvement: Experience developing and implementing new processes to drive operational efficiency and effectiveness.
- Leadership: Demonstrated leadership skills, with the ability to mentor and coach team members.
- Travel: Willingness to travel occasionally for face-to-face meetings with customers.
Why Join Sappy?
- Innovate with Purpose: Work on cutting-edge AI and automation technology that’s changing how businesses connect with their audiences.
- Grow Together: We invest in your personal and professional development, offering mentorship, learning opportunities, and a supportive team culture.
- Make a Difference: Your ideas and work will shape the direction of our product, our company, and the future of digital marketing.
- Flexible & Inclusive: We believe great work happens when people feel valued, supported, and free to be themselves-wherever they are.
Ready to Grow With Us?
If you’re excited to build, learn, and make a real impact, we want to meet you.
Apply today and help shape the future with Sappy.
Let’s grow together-one idea, one customer, and one breakthrough at a time.
