Customer Success Manager-B2B SaaS

Job description

About Us:

Taqtics is a B2B cloud-based platform that offers multiple SaaS products that help Retail & Restaurant brands manage and improve their daily store operations, remotely. Taqtics is used by 50+ brands like Nike, FabIndia, Nykaa, Under Armour, KFC, Pizza Hut and Pizza Express across 19+ countries globally.

Job Summary:

As a B2B Account Manager, you will be responsible for nurturing and managing client relationships across all business levels—from small businesses to large chains. Your focus will be to drive adoption, ensure client satisfaction, resolve issues proactively, and contribute to the continuous improvement of customer experience.

Key Responsibilities:

· Manage a portfolio of business accounts, serving as the primary point of contact throughout the customer lifecycle.

· Understand client workflows and help them leverage the platform effectively to meet operational goals.

· Handle inbound queries through phone, email, and chat; provide timely and accurate responses.

· Troubleshoot product issues by simulating scenarios, coordinating with internal teams, and ensuring timely resolution.

· Maintain internal systems with up-to-date client and issue-related information.

· Proactively monitor client engagement and satisfaction, intervening where necessary to retain and grow accounts.

· Communicate feature updates, gather client feedback, and advocate for client needs with Product and Engineering teams.

· Identify opportunities for upselling or cross-selling aligned with client requirements and product value.

Qualifications:

· Graduate in any stream; Postgraduates and those with technical or engineering backgrounds preferred.

· 2–5 years of experience in B2B account management, ideally in a SaaS or workflow-focused product environment.