Description: Responsibilities & Deliverables: Customer Outcomes & Adoption - Drive customer adoption of Retail platforms to ensure realization of intended business and operational outcomes. - Develop and maintain Customer Success Plans aligned to customer goals, regulatory requirements, and platform capabilities. - Proactively monitor product usage, adoption trends, and outcome attainment across assigned accounts. - Deliver targeted enablement, training, and adoption programs - Identify and manage risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner - Serve as a trusted advisor to operational and executive stakeholders at customer institutions. Retention & Renewal Readiness: - Own customer health for assigned accounts, proactively identifying and mitigating retention risk. - Prepare customers for successful renewals by ensuring value realization, stakeholder alignment, and issue resolution. - Partner with Sales or Account Management on renewal execution, providing customer insight, risk assessment, and advocacy. - Participate in renewal forecasting and retention reporting. Expansion Identification: - Serve as the primary post sales point of contact and trusted advisor - Recognize & communicate the value of additional solutions in line with customer strategic priorities. Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver Customer Engagement & Experience: - Develop and execute Customer Success Action Plans for assigned accounts - Execute structured engagement models, including onboarding support as customers move from implementation to production , regular success reviews, and executive business reviews as appropriate by segment. - Manage escalations effectively, coordinating with Support, Professional Services, and Product teams to resolve issues. - Ensure consistent, high-quality customer experiences across the lifecycle. - Provide visibility into performance, risks, and upcoming steps Digital, AI & One-to-Many Success: - Leverage digital Customer Success programs, lifecycle campaigns, and in-product guidance to engage customers at scale. - Use AI-driven insights and health scoring to prioritize engagement and identify churn or adoption risk. - Contribute to the development and execution of one-to-many initiatives such as webinars, enablement content, and automated value messaging. - Balance high-touch and digital engagement models based on customer segment, complexity, and risk. Cross-Functional Collaboration: - Work closely with Product, Engineering, Support, Professional Services, and Risk/Compliance teams to drive customer outcomes. - Provide structured customer feedback to inform product improvements and roadmap priorities. - Advocate internally for customer needs while aligning with operating and compliance standards. - Contribute to internal knowledge sharing and enablement sessions within Customer Success team and the wider business - Communicate process/ tools/ systems improvement opportunities to the Customer Success Operations team Key Metrics of Success: - Customer health and adoption metrics - Gross retention and churn for assigned accounts / portfolio - Renewal readiness and forecast accuracy - Time-to-value and onboarding effectiveness - Customer satisfaction (NPS / CSAT) - Engagement effectiveness across high-touch and digital motions Required Experience & Qualifications: - Proven experience in Customer Success, Client Services, or Account Management within enterprise SaaS. - Experience supporting financial services, lending platforms, or other regulated enterprise software. - Proven ability to manage complex customer relationships and influence multiple stakeholders. - Strong analytical skills with experience using customer health, usage, and engagement data. - Excellent communication and executive presentation skills.

Bangalore

Mumbai

Delhi NCR

Coimbatore

Tamil Nadu

Customer Success Manager - Retail/eCommerce 

Job Description for Customer Success Manager - Retail/eCommerce  in A.V.E.QUEST TALENT SOLUTIONS (OPC) PRIVATE LIMITED in  Bangalore Mumbai Delhi NCR Coimbatore Tamil Nadu for (1-5) years of experience. Apply Now!