Customer Success Manager

About the Company

Account Manager

About the Role

The Account Manager – Customer On boarding will be responsible for ensuring a seamless on boarding journey for new customers by coordinating between internal teams and client stakeholders. You will own the customer relationship during the implementation phase, drive faster go-lives, and set the foundation for long-term success.

Responsibilities

• Customer Onboarding Ownership

• Act as the single point of contact for assigned customers during the on boarding journey.
• Understand customer expectations, key use cases, and project goals.
• Coordinate with implementation consultants, product teams, and support functions to ensure timely and successful on boarding.

• Project & Stakeholder Management

• Set up kick-off calls, align on milestones, and track project timelines using internal tools.
• Proactively identify and mitigate risks to customer satisfaction or delays.
• Maintain clear, professional, and timely communication with all stakeholders.

• Account Relationship Building

• Build trusted relationships with customer decision-makers and key users during on boarding.
• Drive product adoption by ensuring configurations align with customer business needs.
• Conduct periodic check-ins and drive issue resolution in collaboration with the implementation team.

• Process Monitoring & Reporting

• Monitor on boarding KPIs like TAT, go-live adherence, and customer engagement.
• Share regular updates with internal leaders and recommend improvements in on boarding processes.
• Document customer feedback to help product and process teams improve.

• Collaboration & Knowledge Sharing

• Collaborate with Sales, Support, Product, and Implementation teams to ensure alignment.
• Share best practices, on boarding wins, and learning with the wider team.

Qualifications

• 3–5 years of experience in account management, on boarding, customer success, or consulting (SaaS/HR tech preferred).

Required Skills

• Strong interpersonal and communication skills (both verbal and written).
• Ability to manage multiple client accounts and on boarding projects simultaneously.
• Project management skills with a high focus on execution, ownership, and results.
• Comfortable using tools like CRM, Jira, Excel/Google Sheets, and reporting dashboards.
• Experience or understanding of HRMS/payroll domains is a strong plus.

Preferred Skills

• A chance to work with a leading HR tech company that impacts millions of employees.
• Exposure to varied industries and customers across geographies.
• Opportunities to grow in customer success, project leadership, or product consulting tracks.
• A supportive work environment that fosters collaboration and learning.

Pay range and compensation package

[Pay range or salary or compensation]

Equal Opportunity Statement

[Include a statement on commitment to diversity and inclusivity.]

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