Manager of Customer Success

Job Title

Customer Success Manager (Mid-Level)

Location

[Bangalore, India]

About Serein

At Serein (www.serein.in) we use data and latest research in behavioural economics/sociology to develop content. We partner with startups and corporates to focus on ways to build a diverse and inclusive workplace which fosters openness, enables effective teamwork and ensures safe environment for all employees. Our approach is based on research on all aspect of diversity: gender, age, disability, LGBT and other social variables. Serein is an end to end service partner for the implementation of Prevention of Sexual Harassment (PoSH) legal compliance. We partner with companies on case redressal and policies to proactively build safer work cultures and sexual harassment (PoSH) trainings either in person or virtually. Check out more on diversity, inclusion and prevention of sexual harassment (PoSH training in India and US) at www.serein.in/services. Our legal experts and social scientists have been creating resource guides for companies who are looking to implement diversity, inclusion and sexual harassment (POSH) trainings. Check out more on diversity, inclusion and prevention of sexual harassment (PoSH training in India and US) at www.serein.in/inclusion.

Website

http://www.serein.inc

About the Role

We are looking for an experienced Customer Success Manager

This is a mid-career role, ideal for professionals who are comfortable handling client portfolios, influencing stakeholders, and contributing to the success and growth of customer relationships.

Key Responsibilities

Client Relationship Management

• Act as the primary point of contact for a portfolio of clients, ensuring ongoing engagement and satisfaction.
• Build trusted advisor relationships by understanding client needs, goals, and challenges.
• Conduct regular check-ins, business reviews, and feedback sessions with clients.

Onboarding & Adoption

• Support smooth onboarding of new clients, ensuring proper setup and adoption of solutions.
• Drive product/solution adoption by training client stakeholders and enabling best practices.

Account Growth & Retention

• Identify upsell/cross-sell opportunities by aligning solutions to client needs.
• Proactively manage client health to reduce churn and drive renewals.
• Proactively collaborate with Sales, Marketing, and Product teams to ensure client success and account growth.

Customer Advocacy & Feedback

• Gather client feedback and share insights with internal teams to enhance product and service offerings.
• Identify case studies, testimonials, and advocacy opportunities to showcase client success.

Operational Excellence

• Maintain accurate records of client interactions, renewals, and opportunities in CRM tools.
• Monitor customer success metrics (engagement, adoption, renewal rates, NPS) and take proactive actions.

Key Requirements

• 58 years of experience in

  Customer Success / Account Management / Client Engagement

  , preferably in B2B SaaS, consulting, or technology services.
• Strong communication, relationship-building, and stakeholder management skills.
• Proven track record of driving customer retention, renewals, and upsell opportunities.
• Problem-solving mindset with the ability to manage multiple client accounts simultaneously.
• Is curious and highly enthusiastic about working with cross functional teams to gain an in-depth understanding of our service offerings.
• Experience with CRM/CS tools (Salesforce, HubSpot, Gainsight, Zoho, etc.) is a plus.
• Ability to work cross-functionally with Sales, Marketing, and Product teams.

Key Attributes

• Customer-centric mindset with a passion for delivering value.
• Strong ownership and accountability.
• Strategic thinker with the ability to execute operationally.
• Comfortable in fast-paced and evolving environments.

Why join us

Joining our team means you will have the opportunity to work on meaningful and impactful projects, contribute to shaping a culture of safety, inclusion and belonging, and grow your career within a dynamic and forward-thinking organisation. If you are a dedicated and experienced professional with a commitment to promoting safe and inclusive workplaces, we encourage you to apply. Please submit your resume, a cover letter outlining your relevant experience to [HIDDEN TEXT] and