Customer Success Manager

Customer Success Manager

Location: Hyderabad, India

Employment Type: Full-Time; Salaried

Compensation: Base Salary, Bonus, Medical

About Us

At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together. Our platform is the only patented and “Code-Free” connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world’s largest brands such as Newmont Mining, Dominion Energy, Hess, Shell, UNICEF, Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer.

We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world's "Unicorn" brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more!

Our mission is made possible by Innovapptive’s most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.

The Role

We are seeking a highly experienced Senior Customer Success Manager (Sr. CSM) to join our growing Customer Success organization. The Sr. CSM will serve as a strategic advisor, customer advocate, and growth catalyst for a portfolio of large enterprise accounts. This role is pivotal in driving product adoption, maximizing customer value, and expanding commercial relationships, while ensuring renewals and sustained business impact.

How You Will Make An Impact

• Serve as the primary post-go-live contact and trusted advisor for a portfolio of large enterprise customers.
• Lead customer success planning, adoption strategies, and value realization initiatives aligned with each customer’s strategic goals.
• Act as a strategic partner with Sales, Professional Services, and Support to drive account growth, renewals, and expansion opportunities.
• Engage in technical discussions with both customer stakeholders and internal cross-functional teams (Product, Engineering, Support) to ensure alignment on solution adoption and roadmap.
• Monitor customer health metrics, usage patterns, and adoption KPIs; proactively address risks and declining trends with data-driven insights.
• Define, implement, and refine customer success strategies, executive engagement cadences, and governance models.
• Facilitate Executive Business Reviews (QBRs, MBRs) to showcase adoption progress, ROI realization, and strategic roadmap alignment.
• Collaborate with Product & Innovation teams by providing structured customer feedback, feature enhancement suggestions, and customer insights for roadmap development.
• Lead contract renewals, pricing adjustments, and amendments to ensure continued value realization for both Innovapptive and the customer.
• Drive customer advocacy initiatives, including case studies, testimonials, and customer reference activities.
• Maintain accurate account data, engagement notes, and customer success plans in Innovapptive’s CRM and Customer Success Platforms.
• Identify and capitalize on revenue opportunities, including training, certification, and module expansion initiatives.

Key Success Metrics:

• Gross and Net Customer Churn rates
• Adoption growth and active usage metrics across accounts
• Renewal and Expansion Revenue Targets
• Customer Effort Scores (CES) and Net Promoter Scores (NPS)
• Customer engagement in advocacy programs
• Value realization and financial impact for customers

What You Bring to The Team

• Bachelor’s Degree in Engineering, Computer Science, Information Technology, or equivalent. An MBA or advanced degree is a strong plus.
• 7+ years of total professional experience, with a minimum of 4 years in a Customer Success Manager role for enterprise SaaS products; prior experience in project management, consulting, or similar customer-facing roles is highly desirable.
• Proven experience managing large, complex enterprise accounts across multiple geographies and business units.
• Strong capability to lead strategic and technical discussions with senior customer stakeholders and internal technical teams.
• Demonstrated success in driving customer adoption, delivering measurable value realization, and managing renewals and expansions within enterprise accounts.
• Excellent communication, stakeholder management, and executive engagement skills.
• Proficiency in customer success platforms, CRM tools, success planning methodologies, and governance frameworks.
• Proven ability to influence cross-functional teams and advocate for customer needs within a complex organizational environment.

Why Join Innovapptive?

• Be part of a global leader in Connected Worker technology
• Lead impactful digital transformation initiatives with Fortune 500 companies
• Thrive in a high-growth, customer-centric environment
• Competitive compensation, comprehensive benefits, and clear career growth opportunities

What We Offer

• A positive, open, and highly-innovative environment and team
• Entrepreneurial spirit with unlimited opportunity to grow
• Opportunity to work with leading global brands on exciting and impactful projects
• Competitive Base Pay
• Best of plan on Vacation & Paid Time Off.
• Provision of Medical Insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws
• Paid Maternity and Paternity leave
• Bi-annual reviews to ensure transparency and promoting high performance culture
• OKR Driven Performance Development Environment
• Learning & Development - access to wide range of e-Learning courses (technical, Product, Process, etc.,)
• A host of Interest Groups/Clubs for Book Reading, ToastMaster's, Sports - Cricket, Volleyball, Throw-ball, Badminton, TT, Music

Innovapptive does not accept and will not review unsolicited resumes from search firms.

Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.

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