Customer Success Manager

Job Description

Customer Success Manager Location : Hyderabad, TL Function : Customer Success | Reports to: Customer Success Head Experience : 2 to 4 years in customer success roles Role Summary We’re looking for a proactive, process-driven Customer Success Manager to own and scale post-sales customer experience across onboarding, retention, and revenue growth. This role is critical in ensuring customer health, reducing churn, and building a scalable CS function in our B2B SaaS, service-led environment. Key Responsibilities Onboarding & Enablement Lead structured onboarding for new clients, in collaboration with Product & Tech. Build reusable training resources, workflows, and success plans. Customer Retention & Health Proactively monitor customer health scores and usage metrics. Run regular check-ins, QBRs, and build success playbooks. Design and manage CSAT/NPS feedback loops. Issue Resolution & Escalation Handling Act as the single point of contact for complex escalations. Collaborate with internal teams to drive fast, effective resolutions. Growth & Revenue Collaboration Identify expansion and upsell signals through usage, engagement, and stakeholder relationships. Coordinate with Sales for seamless handover of qualified leads. Metrics & Reporting Own reporting of CS metrics (NPS, retention %, usage adoption). Build and maintain CS dashboards. Qualifications & Experience 2 to 4 years in B2B SaaS Customer Success, Account Management Strong ownership mindset with proven track record in managing enterprise accounts. Experience working cross-functionally with Tech, Product, and Sales. Strong analytical and reporting skills. Culture & Traits Fit Process-oriented but flexible Consultative and data-informed High patience and structured communication Comfortable with ambiguity and early-stage systems Drop your CV at recruitment@sellerscommerce.com Show more Show less