Customer Success Manager

Role & responsibilities

Customer Success Manager (CSM)

Key Responsibilities

• Lead post-sales engagement for key accounts such as automotive OEMs, appliance brands, and digital innovation partners.
  
• Manage onboarding and training for client teams on PWAs, CMS, and GenAI-powered modules.
  
• Track client KPIs including usage, engagement, satisfaction, and ROI, and convert insights into action plans.
  
• Conduct regular

  Quarterly Business Reviews (QBRs)

  with CXO and innovation leadership.
• Anticipate client needs and proactively propose enhancements or new features.
  
• Coordinate across product, engineering, and data science teams for issue resolution and improvements.
  
• Identify and drive

  expansion opportunities

  including renewals, cross-product adoption, and strategic upsells.
• Document learnings, create internal playbooks, and help shape scalable success processes.
  
• Communicate Xanes ESG and accessibility impact (trees saved, CO reduction, inclusion metrics) in client reports.

Preferred candidate profile

• Atleast 2 years of experience in

  Customer Success, Account Management, or Enterprise Solutions

  within

  B2B SaaS

  ,

  AI

  , or

  Digital Transformation

  domains.
• Experience working with

  Tier-1 enterprises

  (automotive, manufacturing, BFSI, or consumer electronics preferred).
• Strong understanding of

  AI / NLP / LLM-based systems

  and APIs (conceptual level).
• Excellent communication and presentation skills with CXO-level stakeholders.
  
• Data-driven, structured, and outcome-oriented approach.
  
• Familiarity with tools like

  HubSpot, Notion, Jira, Google Workspace, and Slack

  .
• Sensitivity to

  cross-cultural communication

  (experience with Japanese or global clients a plus).

Soft Skills

• Empathy, active listening, and solution orientation
  
• Ownership and accountability under pressure
  
• Ability to simplify complex technology for non-technical audiences
  
• Strong collaboration and follow-through discipline
  
• Strategic storytelling