The Customer Support Relationship Manager serves as the primary liaison for key client accounts. You will manage high-touch customer support needs, coordinate problem resolution across technical teams, track client satisfaction, and ensure long-term retention and account value realization.
Key Responsibilities1. Relationship & Account Management
- Serve as the dedicated single point of contact (SPOC) for key customer accounts.
- Build and maintain strong, trust-based relationships with customer stakeholders and operational leaders.
- Conduct regular Quarterly Business Reviews (QBRs) and health check-in meetings to assess customer satisfaction and ROI.
- Map customer goals to product features to ensure maximum product adoption and value.
2. Escalation & High-Touch Support Management
- Act as the escalation point for critical tickets, complex queries, and high-priority incidents.
- Oversee ticket resolution lifecycles, ensuring support engineers meet agreed SLAs (Service Level Agreements).
- Deliver clear, skilled post-incident root-cause reports (RCAs)
to customers following major operational or technical disruptions.
3. Customer Retention & Growth
- Monitor account health metrics, usage patterns, and customer feedback to identify renewal or churn risks early.
- Partner with the Sales/Account Management team to identify upsell, cross-sell, and contract expansion opportunities.
- Drive customer renewal strategies and minimize account churn.
4. Process & Product Feedback Integration
- Voice customer concerns and feature requests directly to Product, Engineering, and Operations teams.
- Refine internal support processes and escalation workflows to continuously elevate the customer experience.
Required Experience & Education
- Education: Minimum Any Graduate
- Experience: 1–3+ years in Customer Support, Account Management, or Customer Success (preferably in B2B SaaS, IT, or Tech Operations).