Customer Success Manager

Company Description

Innoviti Technologies is a leading payments technology company, offering advanced payment solutions to businesses of all sizes. Based in Bengaluru, we process ₹72,000 Cr annually from over 20,000 offline and 3,000 online merchants in 2,000+ cities. We are backed by reputable investors and serve clients ranging from India's largest retailers to local shops. Innoviti holds over 50% market share in offline enterprise retail for sectors like food, grocery, lifestyle, and healthcare, with a strong reputation for innovation in the payment space.

Role Description

This is a full-time, on-site role for a Customer Success Manager located in Bengaluru. The Customer Success Manager will be responsible for managing customer relationships, ensuring customer satisfaction, and optimizing customer retention. Daily tasks include addressing customer inquiries, analyzing customer data to identify improvement areas, and nurturing strong customer relationships to drive business growth.

Designation : Manager – Customer Success

Location : Bangalore Key

Responsibilities:

• Client Relationship Management:

o Serve as the primary point of contact for key accounts.

o Build and nurture strong, long-lasting relationships with clients.

o Understand client needs and align company services to meet those needs.

• Service Delivery Oversight:

o Ensure seamless delivery of services in line with client expectations.

o Monitor service performance metrics and ensure SLA compliance.

o Proactively address service issues or concerns.

• Account Growth & Retention:

o Identify opportunities for upselling and cross-selling.

o Collaborate with the sales team to support business development strategies.

o Develop account plans to drive customer satisfaction and loyalty.

• Internal Coordination:

o Work with operations, technical, and product teams to ensure service excellence.

o Coordinate client feedback with internal teams to drive service improvements.

• Reporting & Analytics:

o Provide regular reports on account status, service performance, and client feedback.

o Analyze trends to anticipate potential issues or opportunities.

Skills and Experience:

• Min 8 years of experience.

• The candidate should be self-motivated, goal-orientated professional with a proven track record into Field Service operations and services to the big corporates and service industry.

• Proficient in Microsoft Excel.

• Conflict resolution.

• Cross-functional team collaboration.

• Presentation and reporting skills.

• Have the flexibility and availability to travel (approx. 50% of time).