Customer Success Manager

Hiring: Customer Success Manager (CSM) – Gurugram

Company: TechMutant Software Solutions LLP
Position: Customer Success Manager (CSM)
Department: Customer Success & Client Relations
Final Work Location: Sector 44, Gurugram, Haryana
Initial Training Location: Ludhiana, Punjab
Employment Type: Full-Time | Work from Office
Experience: 2–5 Years Preferred
Industry: SaaS / Software Products / EdTech
Training & Probation: 3 Months (Mandatory In-Person Training in Ludhiana)
Salary: Competitive, based on experience and skills

About TechMutant

TechMutant Software Solutions LLP is a growing product-based software company delivering technology-driven solutions designed to improve organizational efficiency, streamline business processes, and enhance operational productivity.

As part of our business expansion, we are looking for a capable and self-driven Customer Success Manager to manage client relationships, software implementation, customer onboarding, training, and ongoing customer success operations.

Job Description:

We are hiring a Customer Success Manager for our Gurugram office who will be responsible for managing the complete customer lifecycle and ensuring an excellent customer experience.

The selected candidate must be willing to complete three months of mandatory in-person training and probation at our Ludhiana office before transitioning to the Gurugram office.

This is a hands-on role requiring the candidate to independently manage customer success activities, including implementation, client support, training, issue resolution, and relationship management.

Key Responsibilities:

1. Customer Onboarding & Software Implementation

• Lead the onboarding process for newly acquired customers.
• Understand customer business requirements and implementation expectations.
• Coordinate software setup, configuration, and customization requirements with the technical team.
• Track implementation activities, timelines, and completion status.
• Ensure smooth handover from the sales process to ongoing customer success operations.

2. Client Training & Product Adoption

• Conduct software demonstrations and structured training sessions for customers.
• Train client teams on product functionality, features, and operational workflows.
• Assist customers in using the software effectively.
• Monitor customer adoption and identify areas requiring additional guidance.

3. Customer Support & Escalation Management

• Serve as a primary contact for customer questions, requests, and concerns.
• Manage customer support calls, emails, and follow-up communications.
• Identify functional issues and escalate technical problems to the development team where necessary.
• Monitor issue resolution timelines and communicate progress to customers.
• Ensure customer complaints and support activities are properly documented.

4. Client Relationship Management & Retention

• Develop and maintain positive, long-term customer relationships.
• Conduct regular follow-ups to understand customer satisfaction and product usage.
• Identify customer concerns, service gaps, and potential retention risks.
• Support subscription renewals and continued customer engagement.
• Coordinate with internal teams to address customer feedback and improvement requests.

5. Customer Success Operations & Reporting

• Maintain detailed customer records, implementation updates, and issue trackers.
• Prepare regular reports on onboarding, customer support, client satisfaction, and retention activities.
• Track performance against defined customer success KPIs and service standards.
• Coordinate with management, sales, and development departments.
• Recommend process improvements to strengthen customer experience and operational efficiency.

Required Qualifications & Skills

• Bachelor's degree in Business Administration, Management, IT, Computer Applications, or a related discipline.
• Preferably 2–5 years of professional experience in Customer Success, SaaS Implementation, Software Support, or Account Management.
• Good understanding of software implementation and client onboarding processes.
• Strong verbal and written communication skills.
• Ability to manage multiple clients and responsibilities independently.
• Strong analytical thinking, customer-handling, and problem-solving abilities.
• Familiarity with CRM tools, Excel, Google Sheets, and operational reporting.
• Ability to coordinate effectively with both technical and non-technical stakeholders.
• Willingness to work from the Gurugram office after completing the mandatory training period.

Preferred Experience

• Experience working with B2B SaaS or EdTech software companies.
• Hands-on knowledge of ERP, LMS, CRM, or enterprise software implementation.
• Previous responsibility for customer onboarding, training, account retention, or implementation coordination.
• Familiarity with SLAs, escalation management, customer satisfaction metrics, and performance reporting.

Mandatory Training & Probation – Important

All selected candidates for the Gurugram position must complete their initial three months of in-person training and probation at TechMutant's Ludhiana office in Punjab.

The training will focus on:

• Understanding company software products and internal processes.
• Practical client onboarding and software implementation.
• Customer support handling, troubleshooting, and technical coordination.
• Client training, documentation, and customer relationship management.
• Customer Success KPIs, reporting, and operational procedures.

After successful completion of the initial training and probation period, the candidate will transition to the Gurugram office in Sector 44, Haryana.

Candidates must be comfortable working in Ludhiana for the full initial three-month period before applying.

How to Apply

Interested candidates may share their updated resumes at:

Email: Lovepreet@techmutant.com
Subject: Application for Customer Success Manager – Gurugram

Final Work Location: Sector 44, Gurugram, Haryana (On-Site)
Initial Training Location: Ludhiana, Punjab (3 Months – Mandatory)

Pay: ₹420,000.00 - ₹800,000.00 per year

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Paid sick time
• Paid time off

Ability to commute/relocate:

• Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer relationship management: 2 years (Required)
• Customer support: 3 years (Required)
• Education administration: 1 year (Preferred)
• IT support: 1 year (Required)
• SaaS : 1 year (Required)

Location:

• Gurugram, Haryana (Preferred)

Willingness to travel:

• 50% (Preferred)

Work Location: In person