Customer Success Manager

As a Senior Customer Success Manager at Matilda Cloud, you will be at the forefront of ensuring customer satisfaction and loyalty. This role is pivotal in developing strong relationships with our customers, understanding their needs, and ensuring they derive maximum value from our solutions. 

Key Responsibilities:
·      Develop and manage customer success strategies to enhance customer experience and retention.
·      Lead customer success journey, setting clear objectives and KPIs, and fostering a collaborative and high-performing environment.
·      Act as a primary point of contact for customer, building strong relationships and ensuring continuous engagement.
·      Conduct regular reviews with customers to assess their needs, address challenges, and identify opportunities for additional value creation.
·      Collaborate with cross-functional teams including sales, product management, and technical support to ensure a cohesive customer journey.
·      Analyze customer data to identify trends and insights, driving improvements in customer success processes and strategies.
·      Implement and refine customer success tools and technologies to enhance efficiency and effectiveness.
·      Advocate for customer needs internally, influencing product development and service offerings.
·      Develop and deliver training and educational programs for customers and team members.
·      Monitor and report on customer success metrics, adjusting strategies as needed to meet targets.
·      Project Management: Responsible for managing the entire project, timelines, and Customer Success Engineering resources.
·      Customer Support: You will take ownership and provide ongoing support to the customers with CS Engineers, ensuring that all customer issues are resolved promptly.

Qualifications:
·Bachelors or Masters in relevant field of Engineering or Business Major
·Overall 10+ years of experience with a minimum of 5+ years of hands-on-experience in IT/Cloud Customer Success Engineer Role, and Minimum 3+ years of experience in customer success Manager role, preferably in a cloud technology or SaaS Products.
·Strong understanding of cloud technologies (e.g., AWS, Azure, Oracle Cloud, Google Cloud), Container technologies (Dockers, Kubernetes)
·Proven track record of developing and executing successful customer success strategies.
·Exceptional interpersonal and communication skills, with the ability to build strong relationships with customers and internal teams.
·Analytical mindset with experience in using CRM and customer success tools.
·Ability to work in a fast-paced, evolving environment and adapt strategies accordingly.
Cloud certifications in AWS/Azure/GCP/OCI is an added advantage