Job Title: Customer Success Manager Location: Cochin (Head Office) Reporting to : Director – Customer Success Work Mode : On-site (Full-time) Experience : 3–7 years in Customer Success / Client Relationship roles (IoT, SaaS, or Hardware-based solutions preferred) Languages: English, Malayalam, Hindi (Required), Tamil (Good to have) Role Summary We are looking for a proactive and detail-oriented Customer Success Manager to ensure our clients derive maximum value from our smart lock solutions. The ideal candidate will own the post-deployment relationship, ensure issues are addressed promptly, usage is optimized, and support processes are efficient and data-driven. Key Responsibilities Customer Relationship & Satisfaction • Ensure high levels of customer satisfaction by building strong, long-term client relationships. • Act as the primary point of contact for all post-sale customer interactions. • Proactively engage with clients to resolve issues, improve usage, and deliver value. Client Communication & Reviews • Schedule and conduct weekly review calls with clients to: • Discuss product usage, improvement points, and open issues. • Review usage and access reports and suggest optimization strategies. • Identify opportunities to increase lock utilization and operational efficiency. Issue Resolution & Support Coordination • Collaborate with internal support teams to ensure timely issue resolution. • Track all tickets and escalations to ensure SLAs and TATs are met. • Follow up on root cause analyses and ensure corrective actions are implemented. Reporting & Data Integrity • Ensure all customer interactions, issues, and resolutions are properly documented in the system. • Validate the accuracy of data being logged and reports being shared. • Share actionable insights based on trends observed in customer usage patterns. Proactive Value Addition • Proactively suggest best practices and system/process improvements to clients. • Identify training or onboarding needs and coordinate necessary support. • Serve as the customer’s advocate within the company, ensuring their voice is heard. Qualifications & Skills • Bachelor’s degree in Business, Engineering, or related field. • 3 – 7 years of experience in a Customer Success or Client-Facing role. • Excellent communication and interpersonal skills – must be confident on client calls. • Strong problem-solving and analytical skills. • Experience with CRM tools, dashboards, and reporting systems. • Ability to manage multiple clients and priorities simultaneously. • Knowledge of smart devices, telematics, GPS tracking, or IoT solutions is an added advantage. What We’re Looking For • A proactive self-starter who takes ownership of customer happiness. • Someone passionate about helping clients succeed and ready to go the extra mile. • A team player who collaborates effectively across support, tech, and operations. Show more Show less

Job Title: Customer Success Manager Location: Cochin (Head Office) Reporting to: Director – Customer Success Work Mode: On-site (Full-time) Experience: 1–2 years in Customer Success / Client Relationship roles (IoT, SaaS, or Hardware-based solutions preferred) Languages - English, Hindi (Required), Tamil (Good to have) Role Summary We are looking for a proactive and detail-oriented Customer Success Manager to ensure our clients derive maximum value from our smart lock solutions. The ideal candidate will own the post-deployment relationship, ensure issues are addressed promptly, usage is optimized, and support processes are efficient and data-driven. ⸻ Key Responsibilities Customer Relationship & Satisfaction • Ensure high levels of customer satisfaction by building strong, long-term client relationships. • Act as the primary point of contact for all post-sale customer interactions. • Proactively engage with clients to resolve issues, improve usage, and deliver value. Client Communication & Reviews • Schedule and conduct weekly review calls with clients to: • Discuss product usage, improvement points, and open issues. • Review usage and access reports and suggest optimization strategies. • Identify opportunities to increase lock utilization and operational efficiency. Issue Resolution & Support Coordination • Collaborate with internal support teams to ensure timely issue resolution. • Track all tickets and escalations to ensure SLAs and TATs are met. • Follow up on root cause analyses and ensure corrective actions are implemented. Reporting & Data Integrity • Ensure all customer interactions, issues, and resolutions are properly documented in the system. • Validate the accuracy of data being logged and reports being shared. • Share actionable insights based on trends observed in customer usage patterns. Proactive Value Addition • Proactively suggest best practices and system/process improvements to clients. • Identify training or onboarding needs and coordinate necessary support. • Serve as the customer’s advocate within the company, ensuring their voice is heard. Qualifications & Skills • Bachelor’s degree in Business, Engineering, or related field. • 1–2 years of experience in a Customer Success or Client-Facing role. • Excellent communication and interpersonal skills – must be confident on client calls. • Strong problem-solving and analytical skills. • Experience with CRM tools, dashboards, and reporting systems. • Ability to manage multiple clients and priorities simultaneously. • Knowledge of smart devices, telematics, GPS tracking, or IoT solutions is an added advantage. What We’re Looking For • A proactive self-starter who takes ownership of customer happiness. • Someone passionate about helping clients succeed and ready to go the extra mile. • A team player who collaborates effectively across support, tech, and operations.

We are seeking a proactive and experienced Service Head to lead and manage our customer service and after-sales support operations. This role demands a leader who can ensure seamless field support, robust customer engagement, and efficient resolution processes. The Service Head will oversee all after-sales service areas—from issue resolution and client satisfaction to field operations and team coordination—ensuring our smart lock solutions consistently deliver value to our customers. This role may require occasional travel to client locations, warehouses, and regional support centers. Key Responsibilities Customer Relationship & Satisfaction Build and nurture strong, long-term relationships with clients post-deployment. Ensure exceptional customer satisfaction across all service touchpoints. Act as the senior-most escalation point for client concerns and service-related issues. Client Communication & Reviews Schedule and lead weekly service review calls with key clients to: Discuss product usage trends, open issues, and areas of improvement. Analyze and interpret usage/access reports to recommend optimizations. Identify opportunities to increase lock utilization and operational efficiency. After-Sales & Field Support Management Ensure comprehensive coverage of all after-sales service functions, troubleshooting, replacement management, and maintenance. Oversee and manage field service operations to ensure timely on-ground support by the service team. Plan manpower and logistics to deliver consistent support across regions. Monitor field team performance, training needs, and SOP adherence. Issue Resolution & Support Coordination Collaborate with customer support, product, and engineering teams to drive quick and effective issue resolution. Ensure SLAs and TATs are met and properly tracked for all service tickets. Implement RCA tracking and enforce corrective/preventive actions for recurring issues. Reporting & Data Integrity Ensure accurate documentation of service cases and customer interactions. Monitor the quality of data being logged; validate all reports before client circulation. Identify service performance trends and generate actionable insights. Proactive Value Addition Recommend improvements in service workflows and customer experience. Identify training or onboarding needs and arrange targeted support. Act as the voice of the customer internally, helping to influence product improvements and policy decisions. Qualifications & Skills Bachelor’s degree in Business, Engineering, or a related field. 5–10 years of experience in a Service Management / After-Sales / Customer Success role. Experience managing field service teams and on-ground operations is essential. Exceptional interpersonal and communication skills. Strong leadership and conflict resolution capabilities. Comfortable working in fast-paced, client-facing environments. Familiarity with CRM systems, ticketing tools, and reporting dashboards. Understanding of smart devices, IoT, or telematics solutions is a plus. What We’re Looking For A leader who can take full ownership of the service function, both strategic and operational. A strong people manager who leads by example and inspires accountability. Someone deeply committed to client success, satisfaction, and long-term retention. A collaborative team player who partners closely with operations, engineering, and sales.