Customer Success Manager

About the Role

We are seeking an experienced Customer Success Manager (CSM) to join our team. You will be the primary advocate for our customers, driving their success with Prodigal. As a CSM, your role will encompass the full customer lifecycle—from onboarding to driving adoption, retention, and satisfaction.

Key Responsibilities

• Own the Customer Journey: Lead the entire customer lifecycle from onboarding to ongoing relationship management, ensuring an exceptional user experience at every touchpoint. Proactively identify and address both stated and unstated customer challenges while driving product adoption and business value.
  
  
• Build Deep Customer Understanding: Develop a strong understanding of customer motivations, business drivers, current processes, and desired outcomes. Leverage these insights to design and adapt tailored solutions that maximize customer success.
  
  
• Drive Growth and Retention: Strategically manage all aspects of customer accounts, including retention, cross-selling, and up-selling opportunities. Monitor and analyze customer engagement and adoption metrics to continuously enhance user satisfaction and drive growth.
  
  
• Champion the Customer Voice: Act as the voice of the customer within Prodigal, collaborating closely with Product, Sales, and Growth teams to align product offerings with customer needs. Clearly communicate customer feedback, expectations, and business opportunities to influence product development and innovation.
  
  
• Foster Cross-functional Collaboration: Partner with Sales, Growth, and Product teams to establish efficient processes for pilots, onboarding, training, and customer support. Collaborate with cross-functional and cross-geographical teams to ensure customers realize ROI, optimize operations, and unlock strategic growth opportunities.
  
  
• Set Clear Expectations: Manage customer expectations by transparently communicating product capabilities and limitations. Proactively navigate challenges to maintain trust and long-term customer relationships.
• Data-Driven Insights: Analyze usage patterns and customer feedback to drive continuous improvement and expansion strategies. Also the ability to analyze customer metrics tracked by the software to provide consultation regarding the customer's business opportunities
• Renewals & Expansion: Collaborate with Sales to manage renewals and identify opportunities for expansion.

Requirements:

• Minimum of 4 years of experience in a customer-facing role, preferably in Customer Success within a B2B SaaS environment.
• Ability to navigate through ambiguity in your account's problem statements and make them successful
• Self-motivated and proactive with innovative ideas to drive customer loyalty and adoption.
• Excellent interpersonal skills and a proven track record of building strong customer relationships.
• Strategic partner mindset with confidence in client interactions.
• Collaborative and personable, capable of working effectively across teams and functions.
• Thoughtful, curious, and a natural problem-solver.

Job Benefits 

• GenAI experience – Work directly in the innovative field of GenAI, shaping groundbreaking projects that redefine consumer finance intelligence.
• World-class team - You'll get the chance to learn from (and teach) some of the brightest and most skilled people you'll ever meet. Our team members have been part of BCG, Deloitte, EY, Blackstone, Meta, Amazon and are IIT, IIM, BITS alumnus.
• Continuous education - As relentless seekers of knowledge, we sponsor and support any training materials, books, courses, and exam fees for upskilling yourself in areas related to your role - but that's not where it ends. If you make a good case for some extra learning, we're delighted to foot the tab.
• Food at the office – Meals are on us. We won't let your stomach grumble while you hustle.
• Health insurance - Health always comes first. The health of your family is as important to us, as it is to you. We offer insurance coverage for both you and your family.
• Flexible schedule - We're not a "clock in, clock out" company. Morning person? Start work while the world's still sleeping. Night owl? Ramp things up while others are winding down. You're fully trusted to create the right conditions for your own personal peak productivity. We only ask that you be available to your teammates for seamless collaboration.
• Generous leave policy - Take all the time you need to recharge your batteries - no cap on vacation here. Because a rested, relaxed, and refreshed mind is a happy and effective mind.
• Recreation & team activities – We regularly indulge in friendly football, table tennis, cooking sessions and challenge each other to do those extra push ups or chug that 4th drink (of course that’s Nimbu Pani).