Customer Success Manager - US Markets

Darwinbox is the fastest-growing HR technology platform, designing the future of work by building the world's best HR tech. The Customer Success Manager will drive the strategic success and transformation of HR systems, focusing on improving customer engagement, product adoption, and ensuring long-term partnerships.

Responsibilities:

• Optimize Customer Success Processes: Leverage innovative tools and technologies to enhance the efficiency and effectiveness of customer success processes, driving improved outcomes for customers
• Customer Advocacy & Engagement: Curate compelling case studies, testimonials, and references to highlight customer success stories and ensure continuous engagement
• Boost Product Adoption: Develop and execute strategies to enhance product usage and adoption tailored to HR SaaS needs
• Cross-sell and Upsell: Identify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, increasing customer lifetime value
• Maximize Renewals: Drive strategies that maximize customer renewals and foster long-term partnerships by understanding customer needs and aligning solutions
• Collaborate Across Teams: Work closely with sales, marketing, and product development teams to ensure seamless customer experience and a unified product roadmap
• Client Relationship Management: Build and maintain trusted relationships with key stakeholders, using client feedback to influence product innovation and enhancements

Requirements:

• Minimum 5+ years of experience in customer success or a similar role within the HR or HCM space, with a proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities
• Ability to thrive in a fast-paced, evolving environment while balancing strategic thinking and execution
• Proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue
• Ability to analyze and interpret customer success metrics, making informed decisions that drive results
• Experience in building and maintaining relationships with key stakeholders, both internally and externally