Job Title: Customer Success Manager (CSM) Location: Bangalore / Kolkata Experience Required: 3+ years in Saas Industry: IT Services / Software/ Customer Experience (CX). Employment Type: Full-time https://www.omind.ai/ 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. Role Summary : You will manage the full customer lifecycle for enterprise clients from onboarding and product training to renewal and expansion. Ensure successful deployment and value realization of Omind's AI-powered CX suite and build customer champions who drive long-term advocacy and growth. Core Responsibilities: Lead onboarding programs and structured training to ensure customers understand and adopt Omind's platform effectively Monitor product usage, identify adoption gaps, and recommend tailored solutions to drive deeper engagement Build trusted advisor relationships, understand customer business goals, and align Omind's tools to deliver measurable outcomes As Account Managers you have to execute expansion, upsell, and crosssell initiatives within the account Establish success milestones, conduct Executive Business Reviews (EBRs), and manage renewal and churn risk proactively Represent the customer voice in product roadmap discussions and feedback loops for enhancements Support marketing and advocacy efforts: surveys, case studies, testimonials, and customer meetups to establish client centers of excellence Drive process improvements in Customer Success operations frameworks, tools, templates, and best practices Must-have: 3 years in hightouch Customer Success, Customer Success Management, or Account Management roles ideally within B2B SaaS/AI product companies Experience with tools like Zendesk, Freshdesk, Salesforce, Gainsight, or similar CX/CRM platforms is preferred. Experience working with enterprise and international clients Excellent written and verbal communication skills; highly organized and responsive in managing multiple accounts Capable of translating business needs into success plans and identifying expansion opportunities Proactive, customer-obsessed, and outcome-driven Nice-to-have: Exposure to AI or automation platforms Familiarity with multilingual/bilingual deployments in Indian regional languages supported by Omind Basic technical understanding of integrations with CRM/telephony systems and analytics dashboards
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