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Customer Success Manager

Customer Success Manager

Progress Software

5 - 10 years

25 - 30 Lacs

Bengaluru

Posted:12 hours ago| Platform:

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Skills Required

Product management Automation Data analysis Email marketing Project management Social media Product marketing Analytics CRM Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Success Manager, Sales @ Bengaluru - Progress Careers Job Summary

We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experiences with agility and ease.

We re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Success Manager and help us do what we do best: propelling business forward.

In this role, you will:

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

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

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

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

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

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

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.

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:

Employee Stock Purchase Plan Enrolment

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.

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