About the role

Manager-Customer Success for leading SaaS platform

About Knimbus

Knimbus is India’s #1 SaaS platform for libraries to transform for a digital future. Knimbus provides Libraries tools like Universal Search, Remote Access, Analytics and Librarian Dashboard in an integrated platform so that users can seamlessly access the library resources anytime, anywhere and on any device. Over 500 leading institutions like IITs, NITs, Central, State Universities & Private Universities, Research Labs and Multi-National Companies depend on Knimbus for their digital library.

At Knimbus, we are building a trusted knowledge ecosystem using sophisticated and innovative technology, for institutions, organizations, and establishments. Our team of highly dedicated and creative minds have brought this state-of-the-art platform to life, and go on working diligently to build even more impactful features. We aim to deliver this through our proprietary, cloud-based platform that enables any knowledge seeker - professors, researchers, corporate employees, R&D workforce, or students, to easily access relevant and credible content. The feature-rich admin dashboard is designed to provide control, autonomy, and flexibility to the learned administrators who manage their organization’s knowledge resources.

Website: https://www.knimbus.com/ LinkedIn Page: https://www.linkedin.com/company/knimbus/

Opportunity: We are hiring for Manager-Customer Success. who will be responsible for customer experience and success, and consequently testimonials, upselling leads and renewals. If you are a dreamer, we offer a challenging and rewarding environment to fulfil your dreams. We also offer a collaborative work environment where your contributions are valued and recognized.

Location: Candidate must be based out of Hyderabad (Remote)

Experience: 2-6 years in Customer Success Experience

Responsibilities:

1. Manage customer accounts from onboarding to renewal and look for upsell opportunities.

2. Be the point of contact to build strong customer relationships and ensure their satisfaction.

3. Conduct product demos and training (online and offline) and share product updates.

4. Track customer usage and engagement, analyze data, and suggest ways to improve product use.

5. Help create training materials and customer guides.

6. Identify chances to upsell or cross-sell based on customer needs.

7. Resolve customer issues by working closely with internal teams.

8. Hold regular check-ins with customers to review usage, training, and feedback.

9. Understand and share customer needs with product and support teams.

10. Collect and use customer feedback to improve satisfaction and retention.

11. Attend daily stand-up meetings to stay aligned with internal updates, team goals, and ongoing initiatives.

12. Conduct regular health check calls with assigned clients to proactively address concerns, ensure user satisfaction, and maintain strong engagement.

13. Maintain and update the CRM system with accurate, account-wise client information to ensure visibility and track interactions effectively.

14. Build strong relationships with assigned accounts, actively seek referrals, and pursue those leads to onboard new client accounts and expand the customer base.

Skills and Requirements:

1. Strong focus on customer satisfaction, with a record of improving retention and account growth.

2. 2-6 years of experience in Customer Success, Account Management, or similar roles, ideally in a B2B SaaS company.

3. Good understanding of customer success practices and how to apply them to help customers succeed.

4. Great communication and people skills to build trust and maintain strong relationships.

5. Able to understand customer needs and offer solutions that bring value.

6. Self-motivated and proactive, with the ability to solve problems and work well in a team.

Experience in SaaS product training is a must.

7. Sales experience is a bonus.

8. Proficient in Kannada, Telugu, and English.