Customer Success Manager

About the Role

We are looking for a proactive and customer-centric Customer Success Manager (CSM) to join our client's team in Bangalore. This role will be at the intersection of customer experience, product adoption, and operational excellence, ensuring our clients extract maximum value from our SaaS platform while maintaining streamlined delivery and operational processes.

The ideal candidate will have a strong background in customer engagement, account management, and SaaS operations, with the ability to influence adoption, reduce churn, and identify upsell opportunities while also improving the operational workflows that support customer delivery.

Key Responsibilities

• Customer Relationship Management:

  Build strong, trusted relationships with key customer stakeholders, acting as the primary point of contact for all success-related queries.

• Onboarding & Adoption:

  Lead the onboarding process for new clients, ensuring smooth implementation and driving early product adoption.

• Operational Excellence:

  Partner with cross-functional teams (Product, Support, and Operations) to resolve customer issues, improve workflows, and ensure SLAs are met.

• Retention & Growth:

  Proactively monitor customer health scores, identify risks, and implement strategies to improve retention and drive renewals.

• Value Realization:

  Conduct regular business reviews with customers to showcase ROI and gather feedback for product and operational improvements.

• Upsell / Cross-sell:

  Identify opportunities to expand customer accounts by aligning business needs with product features and new offerings.

Qualifications & Skills

• 5–8 years of experience in Customer Success, Account Management, or Operations, preferably in a SaaS / Consulting company.
• Strong understanding of delivery models, operational SLAs, and customer lifecycle management.
• Excellent communication, presentation, and relationship-building skills.
• Analytical mindset with the ability to interpret data, derive insights, and take proactive action.