This role is for one of Weekday's clients
Min Experience: 3 years
Location: Bengaluru
JobType: full-time
Requirements
We are looking for a proactive and customer-centric
International Customer Success Manager
to join our global team. The ideal candidate will play a crucial role in building long-term relationships with international clients, ensuring their satisfaction, and maximizing customer retention. You will act as the primary point of contact for customers, managing their post-sales journey, driving product adoption, and promoting customer advocacy across regions. This role requires exceptional communication skills, a deep understanding of customer success strategies, and a passion for delivering outstanding customer experiences in a fast-paced global environment.
Key Responsibilities
- Customer Relationship Management: Build and maintain strong, long-term relationships with international clients, serving as a trusted advisor and primary point of contact for all post-sales engagement.
- Customer Retention & Advocacy: Proactively manage customer accounts to minimize churn and drive retention through exceptional service, value delivery, and consistent engagement.
- Customer Onboarding: Lead onboarding sessions for new customers, ensuring a seamless transition from sales to implementation, and helping them achieve early success milestones.
- Customer Experience Management: Monitor customer satisfaction through regular check-ins, surveys, and performance reviews, ensuring every client interaction enhances the overall customer experience.
- Customer Data Analysis: Leverage customer data and insights to identify patterns, pain points, and opportunities for improvement, sharing feedback with internal teams to enhance product and service quality.
- Customer Success Planning: Develop success plans tailored to each client's business objectives, outlining measurable outcomes and timelines to ensure alignment with company goals.
- Issue Resolution: Manage escalations efficiently, coordinating with cross-functional teams such as product, engineering, and support to ensure timely and effective resolution of customer issues.
- Customer Advocacy: Identify and nurture advocates among your customer base who can share their success stories through testimonials, case studies, and reference programs.
- Customer Engagement & Renewal: Conduct quarterly business reviews (QBRs) and renewal discussions, ensuring that clients continue to see ongoing value from the product or service.
- Collaboration: Partner closely with sales, marketing, and product teams to ensure consistent messaging, feedback integration, and customer-driven improvements.
- Reporting & Metrics: Track and report key customer success metrics, including customer satisfaction (CSAT), Net Promoter Score (NPS), churn rate, and product usage trends.
Required Skills And Qualifications
- Bachelor's degree in Business Administration, Marketing, or related field.
- 3+ years of experience in Customer Success, Account Management, or Client Relationship Management—preferably in an international or SaaS environment.
- Proven track record in customer retention, satisfaction, and advocacy.
- Strong understanding of Customer Relationship Management (CRM) tools and customer success platforms.
- Excellent communication, negotiation, and interpersonal skills with the ability to build trust and rapport across diverse cultures and geographies.
- Strong analytical mindset with the ability to interpret customer data and derive actionable insights.
- Self-motivated, organized, and capable of managing multiple accounts simultaneously.
- Ability to collaborate effectively across teams and function independently in a dynamic environment.
Preferred Qualifications
- Experience with CRM platforms like Salesforce, HubSpot, or Gainsight.
- Exposure to global customer bases across different time zones and industries.
- Certification in Customer Success Management or similar discipline (e.g., CCSM)