Customer Success Manager

The Customer Success Manager (CSM) plays a pivotal role in ensuring that every customer achieves measurable success using the Pinga ERP platform. This role bridges the gap between product implementation, customer adoption, and long-term value delivery. The CSM works closely with customers post-implementation to ensure smooth onboarding, optimal usage, satisfaction, and renewal readiness.

Key Responsibilities

1. Customer Onboarding & Implementation

• Coordinate with the implementation team to ensure smooth ERP onboarding and setup.
• Develop customer-specific success plans aligned with business goals and timelines.
• Conduct product walkthroughs, training, and orientation sessions for customer teams.

2. Product Adoption & Utilization

• Monitor product usage, identify adoption gaps, and proactively address issues.
• Work with customers to optimize ERP utilization across modules.
• Suggest process improvements or product configurations that improve outcomes.

3. Relationship Management

• Build strong, trusted partnerships with customers at multiple levels.
• Act as the primary point of contact for escalations, queries, and support coordination.
• Collaborate with the Marketing (KIT) team to share customer insights and opportunities.
• Upsell and cross sell other modules and features to existing customers.
• Ensure new projects are added in Pinga

4. Value Delivery & Retention

• Track and communicate the tangible value customers gain from using Pinga ERP.
• Drive renewals, minimize churn, and enhance customer lifetime value.
• Present quarterly success reports to clients showing progress, KPIs, and ROI.

5. Feedback & Continuous Improvement

• Capture feedback, feature requests, and pain points and channel them to the product team.
• Participate in internal reviews to improve processes, documentation, and product experience.

Key Skills & Competencies

• Excellent communication and relationship management skills.
• Strong understanding of SaaS / ERP systems and real estate domain (preferred).
• Analytical mindset to track product adoption and success metrics.
• Problem-solving and customer empathy orientation.
• Ability to manage multiple clients and projects simultaneously.

Qualification & Experience

• Graduate / Postgraduate in Business, Technology, or related field.
• 2–6 years of experience in Customer Success, Product Support, or Account Management roles.

Experience with ERP or SaaS platforms will be an advantage

Job Type: Full-time

Pay: ₹240,000.00 - ₹600,000.00 per year

Benefits:

• Provident Fund

Work Location: In person