Customer Success Manager - Adoption & Engagement

Job Title: Customer Success Manager (Adoption & Engagement)

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What do we do?

ideazmeet is building a digital ecosystem for the Manufacturers. Connecting MSMEs, suppliers, innovators, and experts to foster visibility, collaboration, and growth. With 25,000+ users, we are on a mission to digitally enable the B2B manufacturing economy.

What do we need?

You’ll be the first partner to our newly onboarded manufacturers and buyers on ideazmeet, guiding them from sign-up to “first value.” Your goal: drive profile completion, feature adoption, and active, meaningful business interactions on the platform using smart lifecycle playbooks, daily customer calls, and automation across email/WhatsApp.

What will you do?

Onboarding & Activation:

• Proactively engage new sign-ups (calls/WhatsApp/email) to complete profiles.
• Run guided walkthroughs of core features to drive first successful interaction.
• Define and run D0/D3/D7 onboarding cadences; reduce time-to-first-value (TTFV).

Lifecycle Engagement & Drip Campaigns

• Plan and execute segmented drip campaigns via CRM & automation.
• Build customer cohorts (new, dormant, partial, first-time) and nudge actions.

Daily Customer Conversations

• Conduct daily outbound calls with users to understand goals and remove friction.
• Capture VOC consistently; log all interactions in CRM.

Platform Interactions & Business Outcomes

• Nudge users toward meaningful actions (post, promotions, inquiries, RFQs, chat).
• Identify and facilitate high-potential matches & interactions.

Insights & Collaboration

• Translate user feedback into product insights & Partner with Growth/Marketing and Sales teams for adoption and upsells.
• Maintain CRM hygiene, dashboards, and reports.

You have should have:

• 2–5 years in Customer Success/Account Management/Inside Sales (SaaS/marketplace/B2B).
• Experience in managing product adoption, driving customer engagement.
• Excellent communication skills (English, Hindi; regional language is a plus) & strong phone presence (for 40–60 purposeful conversations/day).
• Hands-on with CRM & automation (Zoho/HubSpot/etc.), WhatsApp tools.
• Data-driven, organized, target-oriented.
• Bonus: experience in manufacturing/B2B sourcing ecosystem

Tools you may use:

• CRM: Zoho/HubSpot
• Marketing automation: Zoho Campaigns/HubSpot, WhatsApp (AiSensy/Interakt)
• Analytics: Mixpanel/Looker Studio, Sheets
• Collaboration: Notion/Jira/Slack

What You’ll Get

• Work & learn with the founding team.
• Competitive salary + performance incentives tied to activation/adoption KPIs.
• Flexible work culture (30 day Work From Anywhere) with a high-performance team.