Job Title: Customer Success Manager
Location: Kozhikode, Government Cyberpark Office, India
Salary:30,000- 35,000 per month
About Mailercloud:
Mailercloud is a UK-based email marketing platform provider, rapidly growing in the SaaS industry. With over 21,000 clients worldwide, we empower businesses to run impactful email marketing campaigns through our advanced platform. As we expand our team at our Kozhikode Government Cyberpark office, we are looking for an experienced Customer Success Manager to lead client success initiatives, drive retention, and enhance the overall customer experience.
About the Role:
We are seeking a Customer Success Manager with 2-5 years of experience in customer success, account management, or client servicing within the SaaS industry or a related field. As a key player in our customer success team, you will lead client engagement efforts, ensure seamless onboarding and retention, and strategize to drive customer growth and satisfaction. You will also mentor junior team members and collaborate with various departments to enhance the customer experience.
Key Responsibilities:
Customer Success & Retention:
Build and maintain strong relationships with enterprise and key accounts, ensuring long-term success with Mailercloud.
Proactively monitor client accounts to identify risks, resolve issues, and maximize customer retention.
Work closely with clients to understand their goals and provide strategic guidance on utilizing Mailercloud effectively.
Team Leadership & Strategy:
Oversee and mentor a team of Customer Success Associates, guiding them in client management, issue resolution, and best practices.
Develop and implement customer success strategies to enhance user adoption and overall satisfaction.
Analyze customer feedback and product usage data to identify trends, risks, and opportunities for growth.

Cross-Functional Collaboration:
Work closely with email deliverability, product development, sales, and marketing teams to ensure a seamless customer journey.
Act as a bridge between clients and internal teams, providing valuable insights to enhance product features and services.
Escalate critical client concerns and collaborate with the appropriate teams for prompt resolution.
Growth & Account Expansion:
Identify and execute opportunities for upselling, cross-selling, and increasing feature adoption among clients.
Drive customer engagement programs to improve client retention and lifetime value.
Ensure enterprise clients maximize their return on investment by leveraging Mailercloud’s full potential.
Reporting & Client Insights:
Generate and analyze customer health reports, churn analysis, and engagement metrics to drive data-driven improvements.
Provide regular updates to management on customer feedback, satisfaction, and retention trends.
Present strategic recommendations based on client insights to improve overall customer success initiatives.
Skills & Qualifications:
2-5 years of experience in customer success, account management, or client servicing in SaaS or a related industry.
Completed BTech or MSc with strong academic performance (preferably in Computer Science, IT, or related fields).
Excellent verbal and written communication skills in English and fluency in Hindi for effective client interactions.
Strong leadership abilities with experience mentoring or managing teams.
Customer-centric mindset with a passion for delivering excellent customer experiences.
Analytical and problem-solving skills with the ability to interpret customer data and provide actionable insights.
Experience in handling enterprise clients, managing escalations, and improving customer retention.
Ability to work cross-functionally with internal teams to drive customer success initiatives.
Strong organizational and time management skills, with the ability to manage multiple clients and priorities.

Why Join Us?
Opportunity to work with a rapidly growing SaaS company in the email marketing industry.
Lead customer success initiatives and play a key role in shaping client strategy and retention.
Competitive salary of ?35,000 per month with growth opportunities.
Work in a dynamic and collaborative environment at our Kozhikode Government Cyberpark Office.
Exposure to cutting-edge email marketing technologies and industry best practices.
Career advancement opportunities within customer success leader