Position: Technical Customer Success Manager

Job Location: Gurgaon / Bangalore

Work Experience: 2 - 4 Years

About Antino:

With the intention and conviction of emerging as an unparalleled IT Digital Transformation Services platform, Antino Labs provides custom software services using cutting-edge technology globally. Operating across Bangalore, the UK, Dubai, Canada, and the US, Antino builds scalable digital solutions for enterprise and high-growth clients.

Job Description:

As a Customer Success Manager for our IT Services business, you will own customer engagement, satisfaction, and retention across the client lifecycle. You will act as a strategic advisor, combining solid technical knowledge with a value-realization framework to translate business goals into measurable software delivery outcomes. You will partner directly with client executive leadership, solutions architects, and internal engineering teams to maximize account health and long-term retention.

Key Responsibilities:

1. Strategic Customer Success & Value Realization:

- Define clear business outcomes, ROI benchmarks, and Joint Customer Success Plans during onboarding.

- Monitor value realization metrics, demonstrating how Antino's software services drive measurable operational efficiency, cost reduction, or revenue expansion.

- Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) showcasing tangible technical and business ROI to executive stakeholders.

2. Technical Solution Alignment & Enablement:

- Serve as the technical bridge between client business leads and internal Delivery, Product, and Engineering teams.

- Possess functional knowledge of software delivery lifecycles (SDLC), APIs, cloud technologies, and technical architectures to understand client requirements and articulate technical feasibility.

- Conduct technical walkthroughs, feature demonstrations, and solution enablement sessions to accelerate client time-to-value.

3. Client Onboarding & Relationship Management:

- Own the end-to-end client onboarding process, ensuring seamless handoffs from Sales to Engineering delivery teams.

- Build trusted advisor relationships with technical leads, product owners, and C-level executives.

4. Account Growth & Renewal Management:

- Proactively track account health metrics to identify churn risks and execute mitigation strategies early.

- Identify expansion, upselling, and cross-selling opportunities by identifying unmet technical or business needs within client portfolios.

5. Escalation & Issue Resolution:

- Manage critical technical and operational escalations, coordinating cross-functionally to resolve issues within agreed SLAs.

Qualifications and Skills:

- Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field.

- Experience: 2 - 4 years in Customer Success, Technical Account Management, or Implementation Delivery within IT Services, Custom Software, or Technical SaaS environments.

- Technical Knowledge: Strong technical comprehension of software engineering concepts, web/mobile architectures, API integrations, and cloud platforms to effectively converse with technical stakeholders.

- Strategic CS Expertise: Demonstrated experience in Value Realization frameworks, business outcome mapping, success planning, and conducting ROI-driven business reviews.

- Relationship Building: Proven capability in managing executive stakeholders, technical teams, and cross-functional engineers.

- Tool Proficiency: Hands-on experience with CRM tools (Salesforce, HubSpot, Zoho), ticketing systems (Jira), and Customer Success platforms.