Zipy

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.