Role Overview:
We are looking for a proactive and customer-focused Customer Success Manager (CSM) to manage end to end sales cycle from acquisition , delivery ,post-sales relationships for our technology solutions. The role involves ensuring successful product adoption, driving customer satisfaction, identifying upsell opportunities, and acting as a trusted advisor to clients.
The ideal candidate should have experience managing B2B tech clients, strong stakeholder management skills, and the ability to translate technical capabilities into business value.
Key Responsibilities:
- Own the end-to-end customer lifecycle post onboarding
- Drive product adoption and ensure successful implementation
- Conduct regular business reviews and performance check-ins
- Identify growth opportunities (upsell/cross-sell)
- Act as the primary point of contact for assigned accounts
- Collaborate with Product, Sales, and Tech teams to resolve issues
- Monitor customer health metrics and proactively mitigate churn risks
- Maintain strong relationships with key stakeholders and decision-makers
- Track and report key success metrics (NPS, retention, usage trends)
Key Requirements:
- 4-5 years of experience in Customer Success / Account Management / Client Servicing (preferably in tech/SaaS environment)
- Strong communication and presentation skills
- Ability to interpret data and derive actionable insights
- Problem-solving and stakeholder management skills
- Basic understanding of APIs, SaaS models, or tech implementations (preferred)
- Should be open for Pan-India travel as per business needs (15-20% travel)
Preferred Qualifications:
- Experience in SaaS, AdTech, FinTech, or Enterprise Tech solutions
- Strong analytical skills (Excel/Power BI is a plus)
Key Competencies:
- Customer-first mindset
- Analytical thinking
- Relationship building
- Commercial awareness
- Ownership & accountability
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