Customer Success Manager, Growth Track

About the Role

As a Customer Success Manager on the Growth Track at Quick Dry Cleaning Software (QDC), your primary objective is to help customers maximize value from the QDC platform, foster robust customer relationships, and contribute to customer retention and account expansion. You will learn to understand customer business objectives, analyze product usage patterns, identify opportunities for increased adoption, and collaborate with internal teams to enhance the overall customer experience. Initially, you will work closely with experienced Customer Success Managers, learning customer needs, account management practices, renewal processes, and expansion opportunities. As your skills develop, you will progressively manage more complex accounts and customer success initiatives. This role is ideal for freshers with strong communication, analytical thinking, initiative, and a keen interest in business growth.

Key Responsibilities

• Learn the QDC platform, customer workflows, and the operational challenges specific to laundry and dry-cleaning businesses.
• Support experienced Customer Success Managers in managing customer relationships and account activities.
• Understand customer business goals and identify how the QDC platform can support their operations.
• Monitor customer activity, product adoption, and engagement to identify potential risks and opportunities.
• Assist in preparing customer success plans including usage goals, engagement activities, and follow-up milestones.
• Communicate with customers to understand their challenges, expectations, and feedback.
• Help customers discover relevant features and improve their platform usage.
• Support the identification of expansion opportunities, such as additional stores, features, or modules.
• Assist senior team members with renewal preparation, customer concerns, and account growth discussions.
• Coordinate with Sales, Support, Onboarding, Product, and Engineering teams to address customer challenges.
• Help track customer health indicators, usage trends, renewal timelines, and account development opportunities.
• Document customer feedback and identify recurring issues that may affect adoption or retention.
• Participate in customer success reviews and contribute ideas to improve account management processes.
• Gradually take ownership of a small portfolio of customers and work towards defined retention and adoption goals.
• Learn to analyze customer data and present observations and recommendations to the team.

What You Can Expect In The Next 12 Months

• Within 1 month:
• Develop a strong understanding of the QDC platform and the laundry and dry-cleaning industry.
• Learn the customer lifecycle, account management processes, and customer success metrics.
• Understand how customer usage, satisfaction, retention, and expansion contribute to business growth.
• Observe customer meetings, renewal discussions, and account reviews conducted by experienced team members.
• Learn to use internal systems to track customer health, engagement, usage, and renewal information.
• Build relationships with internal teams and understand their collaboration in supporting customers.
• Within 3 months:
• Assist in managing customer accounts and handling routine customer interactions.
• Analyze basic customer usage data and identify accounts requiring attention.
• Support the preparation and execution of customer engagement plans.
• Identify opportunities to improve feature adoption and customer value realization.
• Participate in renewal and account growth discussions with experienced team members.
• Handle routine customer challenges and coordinate complex issues with appropriate teams.
• Share customer feedback and observations that may help improve product adoption.
• Demonstrate the ability to prioritize customer needs and complete assigned activities independently.
• Within 6 months:
• Independently manage a defined portfolio of customers, with support for complex situations.
• Develop customer engagement plans based on usage patterns, customer goals, and account health.
• Identify at-risk accounts and take proactive steps to improve engagement and product usage.
• Recognize opportunities for additional feature adoption and account expansion.
• Support renewal discussions and learn to address customer concerns before renewal dates.
• Analyze portfolio performance using basic metrics and prepare regular customer health updates.
• Take ownership of a small process improvement initiative related to customer engagement, usage tracking, or renewals.
• Work towards agreed customer retention, adoption, and expansion-support targets.
• Within 12 months:
• Demonstrate the ability to manage a portfolio with greater independence and accountability.
• Build strong customer relationships and understand the business goals of assigned accounts.
• Independently identify customer risks and recommend appropriate retention actions.
• Identify account growth opportunities and coordinate with Sales and other relevant teams.
• Use customer data to recommend improvements in product adoption, engagement, and retention.
• Contribute to customer success playbooks, internal processes, and team knowledge sharing.
• Take ownership of selected customer success initiatives and demonstrate measurable improvements.
• Show readiness to progress towards managing high-value accounts, complex renewals, and strategic customer relationships based on performance and business needs.

Qualifications

• A fresher or recent graduate interested in Customer Success, SaaS account management, or business operations.
• Strong communication and relationship-building skills.
• An interest in understanding business models, customer needs, and software-driven solutions.
• Analytical thinking and the ability to interpret basic data and usage trends.
• A proactive approach to identifying customer risks and growth opportunities.
• Good planning, prioritization, and follow-through.
• Confidence in interacting with different stakeholders and collaborating across teams.
• Willingness to learn account management, customer retention, renewals, and expansion strategies.
• Comfort with spreadsheets, presentations, and customer relationship management tools.
• A growth mindset, adaptability, and openness to feedback.
• The ability to take ownership of responsibilities and work towards measurable outcomes.

Skills

• Process improvements
• Customer retention
• Renewal support
• Engagement quality
• Account growth opportunities
• Customer health
• Product adoption