Customer Success Manager

ob Title: Customer Success Manager

Location: Pune, Maharashtra

Experience Required: 5+ Years

About the Role

We are looking for an experienced and proactive Customer Success Manager to join our Pune team. This role is responsible for building long-term customer relationships, ensuring successful adoption of our solutions, and driving measurable business outcomes for our clients.

Key Responsibilities

• Serve as the primary point of contact for assigned customers throughout their lifecycle.
• Drive customer onboarding, training, and product adoption to ensure smooth implementation.
• Understand customers’ business objectives and align product usage to meet those goals.
• Develop and execute account success plans, track key metrics (health scores, usage, NPS).
• Identify opportunities for upselling, cross-selling, and contract renewals in collaboration with Sales.
• Proactively manage escalations and ensure timely resolution of customer issues.
• Conduct regular business reviews and present ROI metrics to key stakeholders.
• Act as the “voice of the customer” internally by providing feedback to Product and Engineering teams.
• Maintain accurate customer records in CRM systems (Salesforce/HubSpot/Zendesk).
• Collaborate with cross-functional teams to improve customer experience and retention.

Required Qualifications & Skills

• Bachelor’s degree (Business, IT, or related field preferred).
• 5+ years of experience in Customer Success / Account Management / Client Engagement, ideally in SaaS, IT Services, or Technology products.
• Strong communication, presentation, and relationship-building skills.
• Proven track record of driving product adoption, renewals, and customer satisfaction.
• Ability to analyze customer usage data and derive actionable insights.
• Hands-on experience with CRM & Customer Success tools (Salesforce, Gainsight, HubSpot, Zendesk).
• Excellent problem-solving and negotiation skills.
• Ability to work independently and as part of a cross-functional team.

Preferred Qualifications

• Experience in handling enterprise or B2B customers.
• Exposure to technology-driven products or SaaS platforms.
• Certifications in Customer Success (e.g., SuccessHACKER, Customer Success Manager Certified).

Job Type: Full-time

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Experience:

• Customer Success Manager: 5 years (Preferred)

Work Location: In person