Job Objective
To proactively manage customer relationships across assigned accounts, ensuring successful onboarding, adoption, value realization, and ongoing satisfaction with Bluechip’s solutions.
The role serves as a trusted advisor to customers, aligning business needs with product capabilities while driving retention and growth.
Key Duties & Responsibilities
Serve as the primary point of contact for assigned customers throughout the customer lifecycle
Lead customer onboarding, solution adoption, and post-implementation success activities
Build strong, trusted relationships with customer stakeholders and decision-makers
Understand customer business goals and align Bluechip solutions to measurable outcomes
Conduct regular check-ins, business reviews, and success planning sessions
Track product usage, customer health metrics, and adoption trends
Identify risks, issues, and opportunities early and proactively manage escalations
Collaborate with Divisional Heads and Support teams to resolve issues and improve customer experience
Capture customer feedback and advocate for enhancements or improvements internally
Support renewals, upsell, and cross-sell opportunities in collaboration with Sales
Ensure customers achieve maximum value from Bluechip’s solutions.
Key Performance Indicators (KPIs)
Customer retention and renewal rate
Customer satisfaction score (CSAT ≥ 4.2/5)
Product adoption and usage metrics
Time-to-value and onboarding success rate
Number of escalations resolved within SLA
Net Revenue Retention (NRR) and expansion support.
Education & Qualifications
Bachelor’s degree in Business, IT, Engineering, or a related discipline
Professional certifications (Customer Success, Project Management, Agile, or IT-related) are an advantage
3–5 years of experience in Customer Success, Account Management, Consulting, or similar client-facing roles
Experience working with enterprise or B2B customers in Technology, FSI, Telecoms, or similar environments.
Knowledge & Competencies:
Strong understanding of customer success frameworks and lifecycle management
Knowledge of enterprise software or business application solutions
Familiarity with business processes, KPIs, and value measurement
Understanding of change management and customer adoption strategies.
Skills
Excellent stakeholder management and relationship-building skills
Strong communication, presentation, and facilitation abilities
Ability to translate customer needs into actionable insights and solutions
Problem-solving and analytical thinking
Strong time management and ability to manage multiple customer accounts.