Customer Success Assurance Manager

Cross Identity

8 - 10 years

25 - 30 Lacs

bengaluru

Posted:9 hours ago| Platform:

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Skills Required

direct sales automation assurance product engineering analytical social media customer engagement forecasting technical support analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Conduct proactive
health-check cadence calls
and
success planning workshops
Analyze and present
usage analytics insights
to customers
Lead
P1/P2 escalation and incident management
workflows end-to-end
Engage with both technical and executive stakeholders to manage expectations
Develop and maintain
Playbooks
, SOPs, and Run-Books for repeatable excellence
Establish
Voice of Customer (VoC) feedback loops
and provide product improvement inputs
Manage
Post-Incident RCA and PIR programs
to drive root-cause prevention
Oversee
onboarding
for new enterprise customers and ensure successful adoption
Deliver
training and enablement
to both internal teams and customers
Coordinate internally across Product, Engineering, DevOps, and Sales for aligned outcomes
Foster a
culture of documentation and knowledge-sharing
across the Success organization

Key Processes You ll Lead

Incident escalation workflow and
severity matrix
optimization
Implementation and iteration of the
Customer Health Score model
and alerts
Standardized
Post-Incident Review (PIR)
/ RCA framework
Prioritization of
continuous improvement backlog
from support and CS insights
End-to-end management of the
Voice-of-Customer program
Structured
forecasting cadence for renewals and expansions

Strategic Initiatives You ll Champion

Rollout of real-time
incident and health dashboards
(Power BI / Tableau)
Churn prediction
and risk detection using customer telemetry
Playbook automation and
self-service knowledge base
improvements

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