Customer Success Manager

About InstaVid

Instavid is a fast-growing SaaS company helping eCommerce brands enhance customer experience through beautiful shoppable videos. Our product is trusted by top DTC brands like mCaffeine, Hyphen by Kriti Sanon, Healthfab, My Design Nation, Okno, 1HairStop, and many more to drive higher conversions and engagement with interactive videos.

About the Role

We're hiring a Customer Success Manager to join our in-office team in Indiranagar, Bangalore. This role focuses on ensuring our existing clients maximize value from InstaVid, driving product adoption, and maintaining strong relationships with DTC brands to reduce churn and increase expansion revenue.

If you're passionate about helping businesses succeed, love building relationships, and want to advance your career in SaaS customer success or eCommerce — this is for you.

Key Responsibilities:

• Own the end-to-end customer journey from onboarding to renewal for 100+ clients
• Develop and execute customer success strategies to drive product adoption and business outcomes
• Conduct monthly business reviews and strategic planning sessions with key stakeholders
• Build strong relationships with C-level executives and marketing teams at DTC brands
• Analyze customer data to identify usage patterns, risks, and optimization opportunities
• Lead customer advocacy programs including case studies, testimonials, and referrals
• Drive product feedback to our development team based on customer needs and market trends
• Implement scalable processes and tools to improve customer experience at scale

What We're Looking For:

• 1-2 years of experience in customer success, account management, or client relations
• Strong understanding of SaaS metrics (churn, NPS, expansion revenue, etc.)
• Excellent communication and presentation skills
• Experience working with eCommerce or marketing technology platforms preferred
• Analytical mindset with proficiency in CRM and analytics tools
• Proven track record of driving customer retention and growth
• Available to work from our office in Indiranagar, Bangalore

Compensation & Benefits:

• Competitive salary: ₹6 LPA based on experience
• Performance bonuses tied to retention and expansion targets
• Direct exposure to fast-growing Indian DTC ecosystem
• Opportunity for rapid career growth in a scaling startup
• Stock options for high performers