Customer Success Manager

Job Title: Customer Success Manager

Company: Zipy

Location: Pune

Experience: 12 years

Employment Type: Full-time

About Zipy

Zipy helps engineering and product teams debug production issues faster using real-time session replay, error monitoring, and AI-driven insights. We work with fast-growing SaaS companies focused on product reliability and exceptional developer experience.

We're looking for a motivated Customer Success Manager based in Pune to ensure customers onboard smoothly, adopt Zipy deeply, and grow with us.

Responsibilities

Customer Onboarding and Adoption

• Lead onboarding for new customers for fast setup, integration guidance, and early value realization.
• Educate customers on features like event tracking, session replay, errors overview, traces, logs, and alerts.
• Ensure high product usage through regular check-ins, training sessions, and proactive guidance.

Support and Issue Resolution

• Serve as the primary point of contact for customers across email, Slack, calls, and tickets.
• Troubleshoot issues and work closely with engineering to drive quick resolutions.
• Identify repeated issues and contribute to documentation and product improvements.

Customer Expansions and Renewals

• Maintain a pipeline of follow-ups with customers around usage, value delivered, and upgrade opportunities.
• Identify expansion triggers including increased usage, new teams onboarding, feature requests, and additional environments.
• Work with customers to expand plans, add seats or environments, or upgrade tiers.
• Drive renewals and ensure timely conversations before expiry.
• Track customer health and reduce churn through proactive interventions.

Internal Collaboration and Enablement

• Capture customer insights and share structured feedback with product and engineering.
• Maintain internal CRM notes, customer health dashboards, and success playbooks.
• Create help articles, walk-throughs, training videos, and internal on-boarding guides.

Requirements

What We're Looking For

• 12 years of experience in Customer Success, Technical Support, or Account Management in a SaaS/AI company.
• Experience driving customer follow-ups, renewals, and expansion motions including upsell and cross-sell.
• Ability to understand basic technical concepts including JS, APIs, SDKs, and logs, and guide customers on integrations.
• Strong communication, relationship-building, and stakeholder management skills.
• A proactive problem solver with an ownership mindset and attention to detail.
• Comfortable working in a fast-paced startup environment.

Nice to Have

• Prior experience in a developer-focused or technical SaaS product.
• Familiarity with tools like Intercom, Jira, Slack, or similar.
• Experience preparing customer-facing training materials.

Why Join Zipy

• Work closely with founders and directly shape customer experience.
• High ownership role with real revenue impact including adoption and expansions.
• Fast learning, rapid growth opportunities, and competitive compensation.