Customer Success Manager

Job Title: Customer Success Manager (CSM)

Location:

Experience Required:

Industry:

Employment Type:

https://www.omind.ai/

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.

Role Summary :

You will manage the full customer lifecycle for enterprise clients from onboarding and product training to renewal and expansion. Ensure successful deployment and value realization of Omind's AI-powered CX suite and build customer champions who drive long-term advocacy and growth.

Core Responsibilities:

• Lead onboarding programs and structured training to ensure customers understand and adopt Omind's platform effectively
  
• Monitor product usage, identify adoption gaps, and recommend tailored solutions to drive deeper engagement
  
• Build trusted advisor relationships, understand customer business goals, and align Omind's tools to deliver measurable outcomes
  
• As Account Managers you have to execute expansion, upsell, and crosssell initiatives within the account
  
• Establish success milestones, conduct Executive Business Reviews (EBRs), and manage renewal and churn risk proactively
  
• Represent the customer voice in product roadmap discussions and feedback loops for enhancements
  
• Support marketing and advocacy efforts: surveys, case studies, testimonials, and customer meetups to establish client centers of excellence
  
• Drive process improvements in Customer Success operations frameworks, tools, templates, and best practices

Must-have:

• 3 years in hightouch Customer Success, Customer Success Management, or Account Management roles ideally within B2B SaaS/AI product companies

• Experience with tools like Zendesk, Freshdesk, Salesforce, Gainsight, or similar CX/CRM platforms is preferred.
  
• Experience working with enterprise and international clients
  
• Excellent written and verbal communication skills; highly organized and responsive in managing multiple accounts
  
• Capable of translating business needs into success plans and identifying expansion opportunities
  
• Proactive, customer-obsessed, and outcome-driven

Nice-to-have:

• Exposure to AI or automation platforms
  
• Familiarity with multilingual/bilingual deployments in Indian regional languages supported by Omind
  
• Basic technical understanding of integrations with CRM/telephony systems and analytics dashboards