Job Title: Customer Success Manager (CSM) Location: Bangalore Experience Required: 5+ years Industry: Customer Experience (CX), BPO Employment Type: Full-time About the Role: We are looking for a proactive and dynamic Customer Success Manager (CSM) with a strong background in CX product environments and a solid understanding of BPO operations . As a CSM, you will be the primary point of contact for our clients, ensuring successful onboarding, adoption, and ongoing satisfaction with our solutions. You will act as a trusted advisor, advocate for client needs, and play a critical role in client retention and growth. Key Responsibilities: • Own the post-sale customer relationship, ensuring successful onboarding, product adoption, and overall satisfaction. • Understand client business objectives and map them to our CX solutions for measurable outcomes. • Proactively monitor account health and usage metrics, identifying and addressing risks to drive retention and renewals. • Collaborate with cross-functional teams (Product, Sales, Support, and Operations) to ensure client needs are met. • Drive customer engagement through QBRs, product roadmap sessions, and success planning. • Lead process improvement initiatives and influence best practices within customer organizations using insights from BPO and CX experience. • Identify opportunities for upselling and cross-selling in collaboration with the sales team. • Document customer feedback and advocate for customer needs in internal planning and product development. Required Qualifications: • Minimum 5 years of experience in a Customer Success , Account Management, or similar client-facing role in the CX product domain . • Prior experience working in or with BPOs is essential, with a strong understanding of operational workflows and metrics. • Strong understanding of CX tools, SaaS products, and customer journey mapping. • Exceptional communication, problem-solving, and stakeholder management skills. • Ability to analyze data and metrics to inform decision-making and demonstrate value.• Self-motivated, organized, and able to manage multiple client relationships simultaneously. Preferred Qualifications: • Experience with tools like Zendesk, Freshdesk, Salesforce, Gainsight, or similar CX/CRM platforms. • Exposure to global clients and ability to manage expectations across time zones. • Knowledge of CS methodologies like Success Planning, Health Scoring, and Lifecycle Management. Why Join Us? • Work with cutting-edge CX solutions transforming digital engagement. • Be part of a collaborative and high-performance team culture. • Growth opportunities in a fast-scaling business environment.
At Omind, we embarked on a journey to revolutionize the way businesses connect with their customers. Our vision is simple yet powerful: to infuse every digital interaction with a sense of humanity and warmth. Recognizing that the essence of human emotion often gets lost in the digital realm, Omind was created to bridge this gap. Using advanced AI, machine learning, and intelligent automation, we developed a composable CXM platform that unifies all customer touchpoints, enabling businesses to deliver seamless, personalized experiences. We believe in the transformative power of technology to enhance human connections, ensuring that every interaction is engaging, meaningful, and impactful. About the Role We’re looking for a detail-oriented and proactive Associate Product Manager (APM) to support our product initiatives. This is an exciting opportunity to work closely with experienced product leaders and cross-functional teams to bring impactful SaaS features to life. You’ll be instrumental in defining requirements, coordinating execution, and ensuring successful delivery. Key Responsibilities • Support the end-to-end product lifecycle from discovery to launch for SaaS features and modules. • Collaborate with Product Managers to define product roadmaps and prioritize the backlog. • Write detailed user stories, requirements, and documentation using Confluence and Jira. • Partner with engineering, design, and QA teams to ensure smooth and timely delivery of product increments. • Analyze product usage data, gather feedback, and participate in customer research sessions to inform decisions. • Monitor industry trends and competitor products to identify opportunities for differentiation and growth. • Ensure internal stakeholders are aligned and informed throughout the product development process. Qualifications • 2-3 years of experience in product management or a related role, preferably in a SaaS environment. • Hands-on experience with Atlassian tools – Confluence and Jira is essential. • Strong analytical and communication skills, with a keen eye for detail. • Familiarity with Agile methodologies and sprint planning. • Ability to handle multiple priorities and operate in a fast-paced, startup-like environment. • A degree in Business, Engineering, Computer Science, or a related field. What You’ll Gain • Mentorship from senior product leaders. • Deep exposure to the SaaS product lifecycle. • Competitive compensation and benefits in a growth-driven culture. Excited about shaping the future of SaaS products? Let’s build something great together.