Customer Success Manager

Job Description

Job Title: Customer Success Manager Location: Cochin (Head Office) Reporting to: Director – Customer Success Work Mode: On-site (Full-time) Experience: 1–2 years in Customer Success / Client Relationship roles (IoT, SaaS, or Hardware-based solutions preferred) Languages - English, Hindi (Required), Tamil (Good to have) Role Summary We are looking for a proactive and detail-oriented Customer Success Manager to ensure our clients derive maximum value from our smart lock solutions. The ideal candidate will own the post-deployment relationship, ensure issues are addressed promptly, usage is optimized, and support processes are efficient and data-driven. ⸻ Key Responsibilities Customer Relationship & Satisfaction • Ensure high levels of customer satisfaction by building strong, long-term client relationships. • Act as the primary point of contact for all post-sale customer interactions. • Proactively engage with clients to resolve issues, improve usage, and deliver value. Client Communication & Reviews • Schedule and conduct weekly review calls with clients to: • Discuss product usage, improvement points, and open issues. • Review usage and access reports and suggest optimization strategies. • Identify opportunities to increase lock utilization and operational efficiency. Issue Resolution & Support Coordination • Collaborate with internal support teams to ensure timely issue resolution. • Track all tickets and escalations to ensure SLAs and TATs are met. • Follow up on root cause analyses and ensure corrective actions are implemented. Reporting & Data Integrity • Ensure all customer interactions, issues, and resolutions are properly documented in the system. • Validate the accuracy of data being logged and reports being shared. • Share actionable insights based on trends observed in customer usage patterns. Proactive Value Addition • Proactively suggest best practices and system/process improvements to clients. • Identify training or onboarding needs and coordinate necessary support. • Serve as the customer’s advocate within the company, ensuring their voice is heard. Qualifications & Skills • Bachelor’s degree in Business, Engineering, or related field. • 1–2 years of experience in a Customer Success or Client-Facing role. • Excellent communication and interpersonal skills – must be confident on client calls. • Strong problem-solving and analytical skills. • Experience with CRM tools, dashboards, and reporting systems. • Ability to manage multiple clients and priorities simultaneously. • Knowledge of smart devices, telematics, GPS tracking, or IoT solutions is an added advantage. What We’re Looking For • A proactive self-starter who takes ownership of customer happiness. • Someone passionate about helping clients succeed and ready to go the extra mile. • A team player who collaborates effectively across support, tech, and operations.