Customer Success Manager (CSM)

Job Title: Customer Success Manager (CSM)

Location: Visakhapatnam

Department: Customer Success Reports

To: CEO 

About the Role

We are looking for a Customer Success Manager (CSM) with strong product understanding and customer relationship management skills to drive adoption, retention, and satisfaction across our client base. This role requires close collaboration with cross-functional teams, particularly Product, Engineering, and Support, to ensure customer success and continuous platform improvement.

Key Responsibilities

• Serve as the primary point of contact for assigned clients, managing onboarding, retention, and overall customer satisfaction.

• Develop a deep understanding of Revidd’s platform and features to provide product guidance and consultative support to customers.

• Collaborate closely with the Product and Engineering teams to relay customer feedback, identify pain points, and influence product roadmap priorities.

• Monitor account health using usage metrics, feedback, and performance data; proactively address issues to improve customer experience.

• Handle issue resolution and escalation management while ensuring quick turnaround and communication with customers.

• Conduct training and demo sessions for new customers and internal teams to strengthen product adoption.

• Maintain accurate client records, renewal timelines, and account-related documentation in internal systems.

• Work with marketing and product teams to identify upsell/cross-sell opportunities and support business growth.

• Support operational goals by identifying process improvements and enhancing customer success workflows. 

Required Skills & Qualifications

• 3+ years of experience in Customer Success, Account Management, or Client Support, preferably in SaaS or media/streaming tech environments.

• Strong understanding of SaaS products, platform workflows, and API-based integrations.

• Excellent communication, presentation, and relationship management skills.

• Proven ability to translate customer needs into actionable insights for product and engineering teams.

• Highly organized, detail-oriented, and capable of managing multiple client accounts simultaneously.

• Comfortable working in a fast-paced, startup environment with cross-functional collaboration.

Preferred Qualifications

• Prior experience in a B2B SaaS, OTT, or content delivery platform environment.

• Hands-on familiarity with tools such as Youtrack, Zendesk, Intercom, Jira, or HubSpot.

• Strong analytical and reporting skills; ability to interpret customer data to drive retention.

Why Join Revidd

At Revidd, we’re transforming the OTT and content experience ecosystem by empowering creators, brands, and enterprises with powerful video solutions. As part of a growing and dynamic team, you’ll play a key role in shaping how our customers experience the platform — while working closely with leadership to drive impactful outcomes.