Customer Success Manager

Role Overview

We are looking for a Customer Success Manager who combines strong customer engagement skills with hands-on delivery ownership and business analysis capability. This role will work closely with enterprise customers to understand requirements, translate them into execution-ready workflows, and drive successful delivery outcomes—while ensuring adoption, satisfaction, and account growth.

What You’ll Do

• Act as the primary point of contact for customers, ensuring clear communication, timely issue resolution, and trust-based relationships
• Own end-to-end delivery for live customer engagements, including planning, milestones, SLAs, and stakeholder alignment
• Gather and translate customer requirements into structured workflows, user stories, and execution plans for internal teams
• Proactively identify delivery risks, manage expectations, and drive resolutions before issues escalate
• Track and present delivery and success metrics such as adoption, data accuracy, turnaround time, and customer satisfaction
• Partner with Product, Engineering, and Support teams to ensure smooth execution and continuous improvement
• Drive onboarding and adoption of key workflows to help customers realize value early
• Identify cross-sell and upsell opportunities based on customer usage, maturity, and evolving needs, and support expansion conversations with account owners
• Conduct post-delivery follow-ups to validate outcomes and close open items

What You’ll Bring

• 3–4 years of experience in Customer Success / Business Analysis / Implementation / Account Management / SaaS Support
• Strong delivery ownership experience managing live customer engagements end-to-end (planning → execution → handover)
• Solid business analysis skills: requirement gathering, process mapping, workflow definition, and translation into execution artifacts
• Strong communication and stakeholder management skills, especially with enterprise customers
• Comfort with metrics, dashboards, and operational performance tracking (HubSpot/Gainsight or similar is a plus)
• Financial domain exposure is an added advantage
• Operations background (finance ops / support ops / implementation ops / data ops) is an added advantage
• Experience handling large-scale enterprise project engagements is a strong advantage

What Success Looks Like in This Role

• Deliveries run predictably with strong planning, clear SLAs, and minimal escalations
• Requirements are captured cleanly and executed without ambiguity
• Customers show improving adoption, satisfaction, and delivery confidence
• Expansion opportunities are discovered through value delivery and supported effectively with account owners
• Internal teams operate with clarity because customer communication, scope, and priorities are well managed

Why This Role Matters

You’ll operate at the intersection of customer success, delivery execution, and business analysis—owning outcomes that directly impact retention, satisfaction, and growth. The role offers meaningful enterprise exposure, cross-functional influence, and strong career growth as the customer portfolio scales.