Description:

Role Overview.

We are looking for a Customer Success Manager who combines strong customer engagement skills with hands-on delivery ownership and business analysis capability.

This role will work closely with enterprise customers to understand requirements, translate them into execution-ready workflows, and drive successful delivery outcomeswhile ensuring adoption, satisfaction, and account growth.

What Youll Do:

- Act as the primary point of contact for customers, ensuring clear communication, timely issue resolution, and trust-based relationships.

- Own end-to-end delivery for live customer engagements, including planning, milestones, SLAs, and stakeholder alignment.

- Gather and translate customer requirements into structured workflows, user stories, and execution plans for internal teams.

- Proactively identify delivery risks, manage expectations, and drive resolutions before issues escalate.

- Track and present delivery and success metrics such as adoption, data accuracy, turnaround time, and customer satisfaction.

- Partner with Product, Engineering, and Support teams to ensure smooth execution and continuous improvement.

- Drive onboarding and adoption of key workflows to help customers realize value early.

- Identify cross-sell and upsell opportunities based on customer usage, maturity, and evolving needs, and support expansion conversations with account owners.

- Conduct post-delivery follow-ups to validate outcomes and close open items.

What Youll Bring:

- 3 - 4 years of experience in Customer Success / Business Analysis / Implementation / Account Management / SaaS Support.

- Strong delivery ownership experience managing live customer engagements end-to-end (planning execution handover).

- Solid business analysis skills: requirement gathering, process mapping, workflow definition, and translation into execution artifacts.

- Strong communication and stakeholder management skills, especially with enterprise customers.

- Comfort with metrics, dashboards, and operational performance tracking (HubSpot/Gainsight or similar is a plus).

- Financial domain exposure is an added advantage.

- Operations background (finance ops / support ops / implementation ops / data ops) is an added advantage.

- Experience handling large-scale enterprise project engagements is a strong advantage.

What Success Looks Like in This Role:

- Deliveries run predictably with strong planning, clear SLAs, and minimal escalations.

- Requirements are captured cleanly and executed without ambiguity.

- Customers show improving adoption, satisfaction, and delivery confidence.

- Expansion opportunities are discovered through value delivery and supported effectively with account owners.

- Internal teams operate with clarity because customer communication, scope, and priorities are well managed.

Why This Role Matters:

- Youll operate at the intersection of customer success, delivery execution, and business analysis owning outcomes that directly impact retention, satisfaction, and growth.

- The role offers meaningful enterprise exposure, cross-functional influence, and strong career growth as the customer portfolio scales.