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 solid, 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.
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 transparent, skilled post-incident root-cause reports (RCAs)
to customers following major operational or technical disruptions.
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.
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).
Technical & Domain Skills
CRM & Support Tools: Hands-on experience