Customer Success Manager Job at Atica Global (Pune)

Customer Success Manager

Atica Global

Location:
India , Pune

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our hotel clients across the USA. Your role will focus on ensuring a seamless onboarding process, driving client satisfaction, and promoting upselling and retention to improve net recurring revenue. You will be the primary point of contact for our clients, addressing their needs, resolving issues, and fostering growth within your portfolio. The ideal candidate is customer-focused, proactive, and experienced in relationship management and problem-solving.

Job Responsibility:

Client Onboarding: Coordinate the onboarding process for new clients, ensuring a smooth transition from business development to active account status
Collaborate with internal teams to set up client accounts, configure services, and deliver onboarding materials
Client Relationship Management: Serve as the main point of contact for assigned clients, building strong relationships to understand their needs and objectives
Proactively communicate with clients to address inquiries, provide updates, and gather feedback
Customer Satisfaction and NPS (Net Promoter Score): Monitor client satisfaction and NPS, ensuring high levels of customer loyalty and retention
Take full ownership of client issues and inquiries, resolving them promptly and effectively
Retention and Expansion: Identify opportunities for upselling and cross-selling, driving revenue growth within existing client accounts
Execute strategies to enhance client engagement and improve overall net recurring revenue
Payment and Account Recovery: Manage client payments, ensuring timely and accurate processing
Facilitate account recovery efforts for overdue payments, closely collaborating with the finance team as needed
Cross-functional Collaboration: Work with business development and internal delivery teams to ensure client needs are met and issues resolved promptly
Provide insights and feedback from clients to internal teams to drive product and service improvements

Requirements:

4+ years of proven experience in customer success or account management, preferably within the hospitality or B2B industry
Strong interpersonal and communication skills, with the ability to build rapport and trust with clients
Excellent problem-solving abilities and a proactive approach to addressing client needs
Detail-oriented with strong organizational and time-management skills

Additional Information:

Job Posted:
March 18, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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