Customer Success Manager

About the Company

Redefining Work Wooqer is an App for Work that is redefining how organisations get work done. Instead of paper-heavy processes, endless internal emails, and spreadsheet chaos, Wooqer empowers business teams with a DIY app-creation platform that brings speed, structure, and flexibility to everyday operations. Built on a strong foundation, Wooqer has grown profitably and sustainably, partnering with some of the largest enterprises across the world. Our impact is globally recognised, Wooqer has been featured as a Harvard Business School case study taught at leading institutions including IIMs and Stanford. We are also rated among India’s Top 30 most valuable software product companies by iSPIRT. With customers across 20+ countries and a model that scales intelligently, we’re now gearing up for our next phase of high-velocity growth. At Wooqer, you work with exceptional minds united by a mission to change how the world works. Excellence is baseline. Ownership is culture. Growth is limitless for those who take initiative, deliver results, and thrive in solving real business problems at scale.

About the Role

The Mandate: You are not just a "point of contact"; you are a strategic partner. You will own a blended portfolio of enterprise customers, ranging from strategic accounts to long-tail clients that require smart prioritization. Your goal is to unlock full value for every single one of them. You will partner deeply with customer teams to understand their operational priorities. You don't just watch from the sidelines; you shape workflows, generate insights, and design interventions that help them run faster and smarter on Wooqer. Your work directly influences retention, revenue expansion, and the depth of product usage.

Responsibilities

• Adoption & Depth:

  Drive adoption and identify new use cases to ensure customers are using the platform to its full potential.

• Retention & Expansion:

  Directly influence renewal rates and revenue growth by strengthening relationships across multiple layers of the organization.

• Service Excellence:

  Maintain world-class NPS by aiming to deliver "Michelin-star level service" in every interaction.

• Operational Clarity:

  Bring structure to unstructured environments. You improve systems and workflows to help customers scale.

Qualifications

• Experience: 4–5 years managing enterprise accounts in B2B SaaS.
• Environment: You have worked in hyper-growth environments and know exactly what it takes to scale without losing quality.
• Core Trait: A hands-on problem solver who cares deeply about the customer experience.

Required Skills

• The Mindset: Unrelenting Ownership

• Hustler Mindset:

  You have resilience and strong ownership. You don’t wait for permission; you find a way to get it done.

• High Bias for Action:

  You move fast. You have the ability to unblock problems and keep momentum going.

• Thrive in Ambiguity:

  You are comfortable working without a clear map. You bring clarity to others when things are undefined.

• Hungry to Learn:

  You iterate, experiment, and continuously improve.

• The Method: Structural Problem Solving

• Order from Chaos:

  You create structure where there is none. You solve problems by improving the underlying systems.

• Simplify Complexity:

  You can take complex operational data and propose clear, actionable solutions.

• Data-Fluency:

  You are comfortable working with insights and operational metrics to back up your recommendations.

• Structured Solving:

  You have strong skills in research and structured problem-solving.

• The Human Element: EQ & Influence

• Empathetic Communicator:

  You are warm, confident, and build trust quickly.

• Hands-On Executor:

  You are willing to roll up your sleeves, dive deep, and troubleshoot alongside the team whenever needed.

• Influencer:

  You can guide operational leaders and influence senior stakeholders effectively.

• Team Empowerment:

  You genuinely enjoy working with people and empowering customer teams.