Customer Success Manager

Job Title: Customer Success Manager (CSM)

Location:

Experience Required:

Industry:

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About the Role:

Customer Success Manager (CSM)

CX product environments

CSM, you will be the primary point of contact for our clients, ensuring successful onboarding,

adoption, and ongoing satisfaction with our solutions. You will act as a trusted advisor,

advocate for client needs, and play a critical role in client retention and growth.

Key Responsibilities:

• Own the post-sale customer relationship, ensuring successful onboarding, product

adoption, and overall satisfaction.

• Understand client business objectives and map them to our CX solutions for

measurable outcomes.

• Proactively monitor account health and usage metrics, identifying and addressing risks

to drive retention and renewals.

• Collaborate with cross-functional teams (Product, Sales, Support, and Operations) to

ensure client needs are met.

• Drive customer engagement through QBRs, product roadmap sessions, and success

planning.

• Lead process improvement initiatives and influence best practices within customer

organizations using insights from BPO and CX experience.

• Identify opportunities for upselling and cross-selling in collaboration with the sales

team.

• Document customer feedback and advocate for customer needs in internal planning

and product development.

Required Qualifications:

5 years of experience

CX product domain

Prior experience working in or with BPOs

operational workflows and metrics.

• Strong understanding of CX tools, SaaS products, and customer journey mapping.

• Exceptional communication, problem-solving, and stakeholder management skills.

• Ability to analyze data and metrics to inform decision-making and demonstrate value.• Self-motivated, organized, and able to manage multiple client relationships

simultaneously.

Preferred Qualifications:

• Experience with tools like Zendesk, Freshdesk, Salesforce, Gainsight, or similar CX/CRM

platforms.

• Exposure to global clients and ability to manage expectations across time zones.

• Knowledge of CS methodologies like Success Planning, Health Scoring, and Lifecycle

Management.

Why Join Us?

• Work with cutting-edge CX solutions transforming digital engagement.

• Be part of a collaborative and high-performance team culture.

• Growth opportunities in a fast-scaling business environment.