Customer Success Manager

Job Description – Customer Success Manager Company: Elcom Digital Solutions Pvt. Ltd. Industry: IT & SaaS Employment Type: Full-Time Experience: Minimum 4 Years About the Role We are looking for an experienced Customer Success Manager to manage the complete customer journey, drive renewals, retention, upselling, cross-selling, and lead the Customer Success team while ensuring excellent post-sales support and customer satisfaction. Key Responsibilities ● Manage the complete post-sales customer journey, onboarding, engagement, and retention. ● Manage renewals and improve customer retention and renewal rates. ● Identify and drive upselling and cross-selling opportunities within existing accounts. ● Build and maintain strong customer and partner relationships. ● Conduct and manage customer/partner meetings as required. ● Handle customer escalations and coordinate with internal teams for timely resolution. ● Support customers with RDP, Antivirus, SaaS, and IT solutions. ● Lead, mentor, and manage the Customer Success team. ● Set team targets and monitor performance related to renewals, retention, and account growth. ● Maintain customer records, renewal trackers, reports, and regular follow-ups. ● Work closely with Sales, Technical Support, and Product teams to ensure a smooth customer experience. Key Skills ● Customer Success & Relationship Management ● Team Handling & Leadership ● Post-Sales Support ● Renewals & Customer Retention ● Upselling & Cross-Selling ● Partner Management ● SaaS / IT Product Knowledge ● RDP & Antivirus Knowledge ● Communication & Negotiation ● Customer Escalation Management ● Reporting & Problem Solving Required Qualifications ● Graduate in any relevant field; B.Tech, BCA, MCA, MBA, or equivalent preferred. ● 4+ years of experience in Customer Success, Account Management, SaaS, or IT Services. ● Experience in team management, renewals, retention, upselling, and cross-selling. ● Strong communication and relationship-management skills. ● Flexible to attend customer and partner meetings and travel when required.