Darwinbox - Customer Success Manager - HR Transformation (5-13 yrs)

About Darwinbox : Darwinbox is Asia's fastest-growing HR technology platform, transforming the future of work through cutting-edge HR tech. With a strong focus on employee experience and customer success, we are continuously innovating to deliver world-class solutions. Trusted by 900+ global enterprises and managing over 2.5 million employees across 116+ countries, Darwinbox competes with global players like SAP, Oracle, and Workday. Our customers include industry leaders such as Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, and Mahindra. Backed by marquee global investors such as Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners, our vision is to build a world-class product company from Asia.

About the Role : We are seeking a Customer Success Manager to play a critical role in driving the strategic success and transformation of HR systems. You will serve as a bridge between business needs and technology, leveraging your expertise to drive impactful outcomes in workforce management. You will focus on improving customer engagement, product adoption, and ensuring long-term partnerships, while also identifying cross-sell and upsell opportunities to maximize customer value.

Key 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 a 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.

Qualifications:

- Experience: Minimum 5+ 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.

- Adaptability: Ability to thrive in a fast-paced, evolving environment while balancing strategic thinking and execution.

- Sales Acumen: Proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue.

- Data-Driven: Ability to analyze and interpret customer success metrics, making informed decisions that drive results.

- Stakeholder Management: Experience in building and maintaining relationships with key stakeholders, both internally and externally.