Customer Success Manager

Job Summary

In This Role, You Will

Behavioral Trigger Management

• Monitor product usage and engagement dashboards for signals of risk, opportunity, or drop-off
• Define and maintain automated triggers for different segments and lifecycle stages
• A/B test trigger logic and timing to optimize activation and retention impact
• Collaborate with Product to align triggers with feature adoption patterns
  

Email Campaign Performance Analysis

• Track email metrics (open, click-through, conversion, unsubscribe) by cohort and campaign
• Analyze re-engagement lift from specific triggered campaigns
• Report on campaign effectiveness weekly/monthly with clear recommendations for optimization
  

User Segmentation & Journey Mapping

• Segment users by onboarding progress, activity level, feature adoption, company size, etc.
• Map email touchpoints to key inflection points in the user journey
• Identify drop-off moments and tailor email interventions to retain or expand accounts
  

Campaign Optimization & Testing

• Write and optimize copy for nurture emails, re-engagement flows, onboarding sequences
• A/B test subject lines, timing, format, tone, and CTA structure
• Implement progressive profiling and behavioral tagging to improve personalization
• Ensure all emails are mobile-friendly and cross-platform optimized
  

Cross-Functional Collaboration

• Work with Sales on MQL/PQL definitions and trial conversion flows
• Align with Product Marketing on messaging, feature positioning, and launch support
• Share engagement decline alerts and account insights with Customer Success Managers
• Surface qualitative feedback from replies to Product, Success, and Engineering teams
  

Data Analysis & Reporting

• Build dashboards correlating email engagement with product usage
• Measure campaign impact on PLG KPIs: activation rate, TTV, retention, expansion
• Use SQL and analytics tools to explore patterns and generate recommendations
• Present findings in clear, visual formats to cross-functional stakeholders
  

Key Behavioral Triggers You’ll Own

• Onboarding abandonment: User signs up but doesn’t complete setup
• Feature discovery: Eligible users haven’t tried core or sticky features
• Usage decline: Active user starts showing lower logins or actions
• Trial expiration: Low-usage trials nearing expiration
• Success milestones: Trigger expansion or referral prompts at key wins
• Dormancy resurrection: Reach out to revive formerly active users
• Integration prompts: Suggest integrations based on behavior or role
  

Tools & Skills Required

• Hands-on with email tools like Intercom, HubSpot, Marketo, Sendgrid
• Analytics platforms: Amplitude, Mixpanel, GA, Segment
• Basic SQL to query usage data and trigger logic
• Strong copywriting chops tailored to user psychology and product context
• A/B testing experience and understanding of statistical significance CRM
  

Your Background

• 5+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers.
• Bachelor’s degree or equivalent work experience.
• Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
• Experience with Gainsight and Salesforce.
• Strong verbal and written communication skills, including the ability to chair meetings with executive leadership.
• Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
• Certifications in customer success, project management, or related fields are a plus.
• Willingness to work in the US time zone (6:30 PM – 3:30 AM IST) is required.
  

Compensation

If this sounds like you and fits your experience and career goals, we’d be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with, and also to enjoy:

• Competitive remuneration package
• Employee Stock Purchase Plan Enrolment
  

Vacation, Family, and Health

• 30 days of earned leave
• An extra day off for your birthday
• Various other leaves like marriage leave, casual leave, maternity leave, and paternity leave
• Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, and life insurance coverage
• Professional development reimbursement 
• Interest subsidy on loans - either vehicle or personal loans.