Role & responsibilities

- Manage assigned customer accounts and serve as the primary point of contact.

- Build and maintain solid relationships with business stakeholders and senior leadership.

- Conduct regular client meetings, business reviews, MBRs, QBRs, and customer visits.

- Understand customer business objectives, challenges, KPIs, and success criteria.

- Monitor customer satisfaction and proactively address concerns or service issues.

- Drive product adoption and ensure customers are utilizing relevant features and capabilities.

- Identify underutilized features and recommend solutions to improve customer ROI.

- Conduct monthly RAG (Red/Amber/Green) health assessments for assigned accounts.

- Identify account risks early and create action/recovery plans to improve account health.

- Own the end-to-end renewal process, including value discussions, negotiations, and closure.

- Minimize customer churn and maximize retention and renewal rates.

- Identify upsell and cross-sell opportunities across products, features, licenses, integrations, AI solutions, and other services.

- Develop account growth and expansion plans for strategic customers.

- Identify opportunities to expand into new departments, use cases, teams, or geographies.





- Work with Sales and Pre-Sales teams to develop and close expansion opportunities.

- Manage customer escalations and coordinate with internal teams for timely resolution.

- Collaborate with Product, Engineering, Support, and Sales teams to resolve customer issues.

- Collect customer feedback and communicate actionable insights to internal stakeholders.

- Track account metrics such as adoption, engagement, CSAT, NPS, renewal status, revenue, and expansion.

- Maintain accurate CRM records, account plans, health dashboards, and customer information.

- Prepare regular account performance and business reports for management.

- Ensure assigned accounts continuously move toward or remain in the Green health category.

Preferred candidate profile

- Experience in Customer Success, Account Management, Client Success, Relationship Management, or B2B SaaS.

- Experience managing mid-market or enterprise accounts.

- Experience handling renewals, retention, upselling, and cross-selling.

- Experience working with senior client stakeholders.

- Exposure to SaaS products, technology platforms, AI tools, integrations, or digital solutions is an advantage.

📌 Customer Success / Account Manager (Chennai)
🏢 RSoft Technologies
📍 Chennai