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Customer Success Manager
Key Responsibilities:-
- Own and manage a portfolio of B2B clients (brokers, developers, agencies) from onboarding to renewal that will be managed by a team of account mangers.
- Lead structured onboarding and ensure fast time-to-value for new customers.
- Drive customer retention, contract renewals, and long-term account growth.
- Identify, pitch, and close upsell and cross-sell opportunities (higher packages, premium leads, data products, AI tools, co-branding solutions).
- Monitor customer performance and ROI in terms of Lead volume & quality, CPL & conversion trends, Product usage & engagement.
- Conduct regular business reviews with clients and senior stakeholders.
- Act as a strategic advisor to clients, aligning Aqarmap’s solutions with their growth objectives.
- Increase product adoption and ensure customers are fully utilizing available features.
- Proactively manage risks and prevent churn before contract end.
- Collect structured customer feedback and share insights with Product, Sales, Marketing, and Management.
- Collaborate closely with Sales on expansion and renewal opportunities.
- Maintain accurate CRM records, forecasts, and account plans.
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Represent the voice of the customer inside the organization.
- 3–6+ years of experience in B2B Customer Success, Account Management, or Client Services.
- Proven track record in retention, renewals, and revenue expansion.
- Experience in subscription, SaaS, marketplace, media, or digital platforms.
- Strong commercial mindset with negotiation and closing skills.
- Data-driven and comfortable analyzing performance metrics and ROI.
- Excellent communication, presentation, and relationship-management skills.
- Ability to manage senior stakeholders and decision-makers.
- Highly organized, proactive, and solution-oriented.
- Comfortable working in a fast-paced, growth environment.
- Experience in real estate, proptech, or B2B marketplaces is a strong advantage.
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