Customer Success Manager

Role Overview -

The Customer Success Manager (CSM) is responsible for owning the end-to-end customer lifecyclefrom onboarding to long-term retention. This role focuses on building strong relationships, driving product adoption, ensuring customers achieve their goals, and proactively addressing risks. The CSM works closely with internal teams like Product, Engineering, and Support to solve problems, improve user experience, and identify growth opportunities.
The role requires someone comfortable engaging directly with customers, understanding technical products, and using data to guide decision-making.

Key Responsibilities -

1. Customer Relationship Management

• Serve as the primary point of contact for assigned customers.
• Build strong, trusted relationships by understanding customer goals and expectations.
• Maintain regular communication to ensure alignment and satisfaction.

2. Onboarding, Training & Implementation

• Lead complete onboarding for new customers.
• Conduct training sessions, product demos, and feature walkthroughs.
• Ensure successful implementation and adoption of the platform.

3. Customer Health Monitoring

• Track usage, engagement patterns, and account health metrics.
• Identify early signs of churn and proactively address risks.
• Escalate critical customer issues when required.

4. Reporting & Insights

• Prepare regular customer reports (usage, health, performance).
• Analyze customer data to suggest improvements and drive product adoption.
• Share insights and feedback with internal leadership and product teams.

5. Cross-Functional Collaboration

• Work with product/engineering to share customer feedback.
• Collaborate with support teams to ensure timely issue resolution.
• Represent the voice of the customer internally.

6. Growth & Retention

• Identify upsell/cross-sell opportunities.
• Manage renewal discussions and contract support.
• Drive customer retention, loyalty, and long-term success.

Required Skills & Experience -

Core Skills

• Strong verbal and written communication skills.

• Ability to translate technical concepts into simple explanations.

• Excellent relationship-building and customer-facing skills.

• Strong problem-solving and conflict-resolution abilities.

• Customer-first mindset with proactive ownership.

Technical & Functional Skills

• Experience using CRM, ticketing, or support tools.
• Comfort with analyzing dashboards, customer usage data, and metrics.
• Understanding of SaaS product workflows and adoption strategies.

Good-to-Have Skills

• Experience in SaaS or technology product environments.
• Ability to drive product usage and customer engagement strategies.
• Familiarity with onboarding frameworks, customer journey mapping, or QBRs.
  

Location:

Work Mode :

• Navi Mumbai
• Pune

We operate across three key business verticals:

• On-Demand

   Providing specialized technology talent for global clients.

• GCC (Global Capability Centers)

   Partnering with enterprises to build and scale their India operations.

• Product Development

   Our in-house AI/ML product company develops AI chatbots and intelligent solutions for US healthcare and insurance companies.

About This Opportunity -

Customer Success Manager