Customer Success Manager - Gurgaon

Job Title: Customer Success Manager

Location: Gurugram

KEY RESPONSIBILITIES

• Strategic CS Development: Craft and implement cohesive CS strategies tailored to critical stages of the customer

journey, including upcoming renewals and QBRs/EBRs.

• Collaborative Insight Sharing: Partner closely with our founding members, providing valuable insights to enhance

the overall customer process.

• Innovative Project Management: Strategically plan and execute new projects to identify areas for increased

product usage and adoption.

• Creative Customer Campaigns: Develop and launch engaging campaigns to educate and nurture customers on

the latest product features.

• Performance Reporting: Regularly report on product adoption, usage, and customer health to our leadership

team, ensuring continuous monitoring and delivering actionable insights to stakeholders.

• Renewal pipeline generation: Experiment with diverse approaches to maintain a steady, qualified pipeline of

renewals.

• Key Metric Tracking: Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT

scores.

• Operational Oversight: Provide operational oversight to ensure targets and KPIs are met.
• Best Practice Sharing: Educate clients on best practices to achieve product success with Qapit

REQUIRED QUALIFICATIONS:

• Experience: 4-5 years of overall experience with at least 4 years in a CS role, preferably in SaaS.
• Balanced Skill Set: A combination of strategic insight, analytical capability, operational efficiency, effective

communication and collaboration skills.

• Process Expertise: Proficiency in systematic organization and delivering high-quality customer excellence.
• Data-Driven Approach: Expertise in applying data-oriented methods, adjusting parameters as needed and

demonstrating powerful execution abilities.

• Stakeholder Management: Proven experience in handling various stakeholders, identifying key customers and

collaborating with multiple teams.

• Technical Proficiency: Strong knowledge of relevant CS tools and technologies is a significant advantage.
• Empathy and Relationship Building: A customer-centric mindset with exceptional relationship-building skills.

Job Type: Full-time

Pay: ₹1,200,000.00 - ₹1,500,000.00 per year

Experience:

• Customer Success: 4 years (Required)

Work Location: In person