Customer Success Manager

About the job

Company Description

Appobile Labs Pvt Ltd is an Information Technology company founded in May 2010, focused on delivering innovative and efficient B2B technology solutions. The company specializes in digital transformation and enhancing business processes with its advanced software platforms, helping companies and their teams excel. Appobile Labs has developed two flagship products—SalesDiary, an AI-powered sales application, and emmlyt, a comprehensive mobile device management solution for enterprises. Moreover, the company is proud to be the first and only certified Indian reseller for Android Zero-Touch. Appobile Labs is dedicated to equipping businesses with the tools they need for operational excellence.

Role Summary

We are looking for a Customer Success / Account Manager to manage post-sales relationships with enterprise customers using Salesdiary.

This role is not basic support. You will be responsible for customer onboarding, product adoption, account health, escalations, business reviews, requirement documentation, and coordination with internal Product, Engineering, Support, Implementation, and Sales teams.

The ideal candidate should be comfortable speaking with customer SPOCs, operations teams, IT teams, and internal technical teams. You should be able to understand business workflows, read usage data, document requirements clearly, and drive structured follow-ups.

Key Responsibilities

• Own or support onboarding for new customers, modules, and user groups.
• Understand customer sales and distribution workflows, including users, territories, distributors, retailers, products, schemes, and reporting requirements.
• Drive product adoption across Salesdiary modules such as SFA, DMS, Retailer App, Influencer App, dashboards, and integrations.
• Track usage indicators such as active users, beat adherence, productive calls, order frequency, pending approvals, data hygiene, and module utilization.
• Build strong relationships with customer SPOCs, admins, business teams, and IT stakeholders.
• Act as the customer-facing escalation point for L2 and business-critical issues.
• Coordinate with Support, Product, and Engineering teams for issue resolution.
• Prepare meeting notes, onboarding trackers, action plans, QBR inputs, adoption reports, and account health summaries.
• Capture customer requirements and support BRD, Change Request, UAT, release note, and sign-off documentation.
• Identify account risks early and support retention, renewal preparation, and expansion opportunities.
• Share customer feedback with Product and Engineering teams to improve the platform.

Required Skills

• Experience in Customer Success, Account Management, Enterprise SaaS, Implementation, Presales, Project Coordination, Business Operations, or Technical Support Coordination.
• Strong written and verbal communication skills in English.
• Ability to manage customer SPOCs, admin users, managers, and internal stakeholders professionally.
• Understanding of SaaS workflows, mobile apps, dashboards, ticketing, user adoption, and customer retention.
• Good Excel skills for trackers, summaries, reporting, and operational analysis.
• Ability to prepare clear meeting summaries, action trackers, BRDs, UAT notes, and customer-facing updates.
• Strong ownership, follow-through, problem-solving ability, and attention to detail.
• Willingness to travel within India for onboarding, QBRs, field visits, workshops, or escalations.

Good to Have

• Experience with enterprise SaaS, CRM, ERP-integrated products, SFA, DMS, retail tech, logistics tech, or sales operations platforms.
• Understanding of FMCG, building materials, fresh food, alcohol, durables, auto aftermarket, agri inputs, or distributor-led sales models.
• Experience with customer health scoring, adoption dashboards, usage analytics, BRDs, CRs, UAT, or release coordination.
• Familiarity with BI tools such as Power BI, Tableau, Looker Studio, Qlik Sense, Metabase, or similar platforms.
• Familiarity with APIs, ERP integrations, SAP data flows, DMS integrations, or BI data pipelines.
• Knowledge of Kannada, Tamil, Telugu, or Malayalam.
• Familiarity with AI productivity tools such as ChatGPT, Codex, Claude, Gemini, or similar tools for improving daily work output.
• Experience using automation tools for repetitive tasks such as email drafting, meeting summaries, ticket analysis, report generation, workflow tracking, CRM updates, or internal documentation.
• Ability to use AI tools responsibly to improve speed and quality while maintaining customer confidentiality, accuracy, and professional judgment.

What We Are Looking For

We are looking for someone who takes ownership, communicates clearly, documents properly, follows through without being chased, and can manage enterprise customers with structure and maturity.

You should be able to separate customer emotion from actual issue impact, avoid overpromising, push back politely when needed, and use data instead of assumptions.

Why Join Appobile Labs?

• Work on a serious enterprise SaaS product used in real sales and distribution operations.
• Learn customer success, SaaS implementation, sales operations, data, integrations, and account management together.
• Get exposure to enterprise customers across business, operations, IT, and leadership teams.
• Work closely with Product, Engineering, Support, Sales, and Management.
• Grow into Senior Account Manager, Customer Success Manager, Implementation Manager, Program Manager, or Product Operations roles

Contact Details

Email: hr@appslab.in

Contact: 8971109058

Job Types: Full-time, Permanent

Benefits:

• Flexible schedule
• Provident Fund

Ability to commute/relocate:

• Kalyan Nagar, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• 3 years to 5 years (Required)

Language:

• English and South Indian languages (Required)

Location:

• Kalyan Nagar, Bengaluru, Karnataka (Preferred)

Work Location: In person

Industry

• IT Services and IT Consulting

Employment Type

Full-time

Pay: ₹600,000.00 - ₹1,000,000.00 per year

Benefits:

• Flexible schedule
• Provident Fund

Work Location: In person