Customer Success Manager L-1 Job in Eshopbox Ecommerce

Customer Success Manager L-1

Location: Mumbai
Department: Marketing & Sales

About the Role

Eshopbox is looking for a dynamic and customer-focused Customer Success Manager L-1. At Eshopbox, our success is tied to our customers' success. We need a proactive leader who is passionate about driving customer adoption, satisfaction, and long-term relationships. You will guide customers to achieve their desired outcomes, ensuring retention and identifying opportunities for growth and renewal.

Key Responsibilities

• Ensure smooth onboarding for new customers, helping them get started with the platform.
• Define and enhance customer journeys, ensuring a seamless and valuable experience.
• Collect and provide actionable feedback between departments (Sales, Support, Product) to enhance the customer experience.
• Advocate for and foster a company-wide culture centered around customer success.
• Showcase newly released features and help customers maximize the value of relevant functionalities.
• Conduct in-depth analysis of customer operations, offering tailored suggestions for e-commerce strategies.
• Identify upsell opportunities and ensure timely renewals by maintaining strong relationships.
• Lead monthly business reviews with customers to track progress and address concerns.
• Handle customer escalations with urgency and resource mobilization for quick resolution.

What You ll Need

• 3-5 years in a Customer Success role within B2B e-commerce or SaaS industries (preferred).
• Experience working with C-level executives and understanding their business needs.
• Strong ability to understand business challenges and effectively communicate solutions.
• Knowledge of calculating Net Churn and Logo Churn and taking proactive actions.
• Process-oriented with strong analytical skills to drive improvements.
• Experience in client onboarding and customer success in a fast-paced environment.
• Exposure to the e-commerce or internet sector is a plus.
• Excellent verbal and written communication skills.