Description:
Torque360 is seeking an experienced Customer Success Manager (CSM) to join their dynamic team in Lahore. This role focuses on building strong customer relationships, reducing churn, and driving revenue through upselling and cross-selling opportunities.
Key Responsibilities:
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Portfolio Management:
- Proactively manage customer portfolios to ensure high satisfaction and low churn.
- Conduct regular follow-ups to resolve client issues and address their needs.
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Health-Score Management:
- Monitor customer health scores, identifying at-risk accounts.
- Implement strategies to enhance account engagement and health.
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Reviews Management:
- Encourage positive online reviews to bolster the company's reputation.
- Address negative feedback constructively to resolve customer concerns.
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Retention & Renewals:
- Build trust-based relationships to drive customer retention.
- Manage and execute timely contract renewals.
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Payments:
- Oversee invoicing and payment follow-ups.
- Resolve payment disputes efficiently.
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Upsell/Cross-Sell Opportunities:
- Identify and act on opportunities to introduce additional products and services.
- Collaborate with the sales team to maximize revenue.
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Dispute Management:
- Handle customer disputes professionally, ensuring timely and satisfactory resolutions.
Ideal Candidate Requirements:
- Experience: Minimum 3-5 years in Customer Success, Account Management, or similar roles in SaaS.
- Skills:
- Strong portfolio and relationship management abilities.
- Proficient in customer analytics tools and managing health scores.
- Excellent communication, negotiation, and dispute resolution skills.
- Familiarity with payment processing and online review management.
- Time Management: Able to work efficiently during US hours.
- Teamwork: Collaborative with sales, support, and technical teams.
- Tech-Savvy: Skilled in using CRM tools, analytics platforms, and SaaS products.