Customer Success Manager (Enterprise HCM) - US Markets

Darwinbox is a fast-growing HR technology platform providing a new-age human capital management (HCM) suite for global enterprises. The Customer Success Manager will drive customer engagement, product adoption, renewals, and long-term partnerships while identifying cross-sell and upsell opportunities. The role will also collaborate with sales, marketing, and product teams to improve customer outcomes and influence product innovation.

Responsibilities:

• Optimize Customer Success Processes: Leverage innovative tools and technologies to enhance the efficiency and effectiveness of customer success processes, driving improved outcomes for customers
• Customer Advocacy & Engagement: Curate compelling case studies, testimonials, and references to highlight customer success stories and ensure continuous engagement
• Boost Product Adoption: Develop and execute strategies to enhance product usage and adoption tailored to HR SaaS needs
• Cross-sell and Upsell: Identify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, increasing customer lifetime value
• Maximize Renewals: Drive strategies that maximize customer renewals and foster long-term partnerships by understanding customer needs and aligning solutions
• Collaborate Across Teams: Work closely with sales, marketing, and product development teams to ensure seamless customer experience and a unified product roadmap
• Client Relationship Management: Build and maintain trusted relationships with key stakeholders, using client feedback to influence product innovation and enhancements

Requirements:

• Minimum 6+ years of experience in customer success or a similar role within the HR or HCM space, with a proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities
• Ability to thrive in a fast-paced, evolving environment while balancing strategic thinking and execution
• Proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue
• Ability to analyze and interpret customer success metrics, making informed decisions that drive results
• Experience in building and maintaining relationships with key stakeholders, both internally and externally
• Applicants must be currently authorized to work in the United States