Customer Success Manager

Company Overview

We are Cartesian, a 15-year-old analytics firm dedicated to helping some of the largest brands worldwide unlock unprecedented value from their data. Recently, we ventured into the SaaS industry with our flagship product, SOLUS AI, a System of Intelligence that enables brands to make micro-decisions for personalized customer communication. Recognized for innovation, SOLUS AI was inducted into the 2021 cohort of the NASSCOM Deeptech Club and ranked among the top 25 in the TMW100 list in the Product innovation category. Our company culture emphasizes ownership, growth, and a passion for exploration, valuing our people, processes, clients, and their development.

Job Summary

The Customer Success Manager will lead the customer success, retention, and expansion efforts for SOLUS AI. This role is pivotal in ensuring clients derive maximum value from the product, fostering strong relationships, and achieving revenue growth through upselling and renewals. The ideal candidate will act as the voice of the customer internally, drive product adoption, and proactively mitigate churn risks, contributing directly to the company's growth and customer satisfaction.

Responsibilities

• Own Annual Recurring Revenue (ARR) and customer success targets for SOLUS AI.
• Identify Customer Success Enablers and establish best practices to optimize client engagement.
• Drive comprehensive product module adoption across all client accounts.
• Manage all customer interactions, serving as the primary point of contact and voice of the customer to internal teams.
• Lead the customer success team to build stronger client relationships, ensure quick resolutions, and improve product adoption and retention.
• Drive high customer satisfaction by owning Client Net Promoter Score (NPS) and ensuring clients realize value from SOLUS AI.
• Utilize product data analytics to identify accounts at risk of underutilization or churn and proactively address these issues.
• Oversee commercial tracking and revenue expansion opportunities within existing accounts.

Qualifications

• 2-4 years of experience working with clients supporting a CRM/SaaS product.
• Experience in product tech consulting or product delivery setup.
• Proven ability to manage customer engagements from onboarding to ongoing support, ensuring high satisfaction.
• Strong understanding of product efficiencies, metrics ownership, and portfolio retention.
• Knowledge of product development components, including roadmaps and product boundaries.
• Ability to align technical concepts and features with business needs.
• Educational qualifications: B.E./B.Tech and MBA.

Preferred Skills

• Experience working closely with Sales, Product Development, and Tech Support teams.
• Strong communication and interpersonal skills.
• Analytical mindset with the ability to interpret product data.
• Passion for new technologies and continuous learning.
• Leadership qualities to manage and motivate a customer success team.

Experience

• 2-4 years of relevant experience in client management within SaaS or CRM environments.
• Demonstrated success in customer engagement, product adoption, and revenue growth.

Environment

This role can be based in Bangalore or remote, with a flexible work environment. The position involves regular interaction with clients and internal teams, requiring excellent communication skills and the ability to work independently or collaboratively in a dynamic setting.

Salary

Not specified.

GrowthOpportunities

Opportunities for career advancement include progressing to senior customer success roles, product management, or leadership positions within the organization, aligned with individual performance and company growth.

Benefits

Not specified.