Ascendion - Manager - Customer Success

Customer Success Manager Location: Bengaluru (Bellandur) Interview Process: 2 Rounds Joining: Immediate Customer Success Manager: The Customer Success Manager (CSM) is responsible for driving end to end customer outcomes, ensuring successful adoption of solutions, and acting as the primary point of contact.

This role focuses on stakeholder management, value realization, and overall customer satisfaction while aligning delivery with business objectives.

Key Responsibilities :

- Own overall customer success outcomes aligned with client business objectives

- Act as the primary point of contact (POC) for customer stakeholders

- Manage escalations and ensure timely resolution of critical issues

- Build and maintain strong relationships with stakeholders across operational and executive levels

- Track, analyze, and share regular reports on adoption, usage, and value realization metrics

- Ensure consistency in engagement model, governance, and reporting standards Identify growth opportunities, drive value realization, and support strategic initiatives

- Provide guidance and mentorship to team members to ensure delivery quality and consistency Lead customer engagement sessions, workshops, or clinics, ensuring effective issue resolution and knowledge sharing E

- nsure structured communication cadence with stakeholders and maintain visibility on progress and risks Engagement & Delivery Model Provide strategic oversight across customer programs or workstreams

- Align execution with program goals, timelines, and customer expectations Coordinate cross-functional teams (engineering, support, product) for seamless delivery Maintain clear communication channels, including regular updates and executive reporting

- Drive governance through defined processes, metrics, and performance tracking

Qualifications : Bachelors Degree - Typically in business, marketing, communications, or a related field.

Overall 7+ Years of experience.

Relevant Work Experience :

- 3+ Experience in customer-facing roles like customer support, account management etc

- Managed a team of 3 to 5 Customer success engineers

- Excellent communication skills Product/Industry

- Knowledge - Familiarity with the company's product or the industry (especially SaaS, PaaS or tech environments).

- Technical Proficiency - Ability to use tools (like Salesforce, Zendesk, Jira), customer success platforms, and basic data tools.

- Certifications (Optional)- Certifications in customer success, project management, or CRM tools could be an advantage.

- Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Key skills for the job Stakeholder Management