Customer Success Manager

Strides Software Solutions

Customer Success Manager

Location: Aurangabad, Maharashtra

Experience: 4-8 years of experience

Role Overview

Strides Software Solutions Pvt. Ltd. is looking for a hands-on Customer Support Manager who will own customer support operations and lead a small team of 35 Customer Support Executives. The role involves directly handling customer queries, managing and closing support tickets within defined timelines, and proactively engaging with key accounts to ensure smooth operations and high customer satisfaction. This role is critical in a mission-critical healthcare software environment and requires strong customer empathy, excellent communication, and a high sense of ownership.

Key Responsibilities

• Lead and manage a team of 35 Customer Support Executives, ensuring productivity, quality, and accountability.
• Handle customer support queries directly via calls, emails, and ticketing systems.
• Monitor and manage all open support tickets, ensuring resolution within defined SLAs.
• Drive reduction in open and recurring tickets through structured follow-ups and root- cause analysis.
• Act as the escalation point for critical or unresolved customer issues.
• Proactively manage key customer accounts by scheduling routine review calls.
• Review open tickets, concerns, and operational challenges with key accounts.
• Monitor all customer support communication and set best practices for professional, empathetic, and clear communication.
• Define and track support SLAs, workflows, and escalation processes.
• Coach, guide, and upskill the support team on product knowledge, communication, and customer handling.
• Coordinate with internal teams (product, engineering, deployment) to ensure timely issue resolution.
• Track and report support metrics such as open tickets, resolution time, recurring issues, and team performance.

Required Experience & Skills

• 48 years of experience in B2B software / SaaS customer support, with at least 12 years in a team-lead or managerial role.
• Experience in healthcare IT or mission-critical software is a strong plus.
• Strong customer empathy and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage customers and a support team simultaneously.
• Strong ownership mindset with focus on closure and accountability.
• Experience with ticketing systems, CRM tools, and support dashboards.
• Good understanding of software workflows and issue diagnosis.

Key Hiring Notes

• This is not a call-center role.
• Candidate must have hands-on B2B software support experience.
• Team leadership and proactive key-account support experience is essential.

What We Offer

• High-ownership leadership role with direct customer impact
• Opportunity to build and scale a customer support function
• Competitive compensation based on experience