Customer Success Manager

Job Summary

The Customer Success Manager will own customer relationships across the post-sales lifecycle, focusing on onboarding, product adoption, customer satisfaction, retention, and account growth. This client-facing role combines relationship management, technical coordination, problem-solving, and commercial ownership. The incumbent will serve as the primary point of contact for assigned enterprise accounts, collaborating closely with Product, Engineering, Operations, and Sales teams to ensure successful deployment, seamless integrations, issue resolution, and measurable customer outcomes. Success will be measured through customer retention, account health, timely resolution of issues, successful implementations, and identification of opportunities to expand existing accounts.

Responsibilities

• Own and manage relationships with assigned B2B and enterprise customers, acting as the primary point of contact for ongoing engagement, service delivery, and escalations.
• Drive customer onboarding and implementation, coordinating with internal technical and operations teams to ensure smooth deployment of IoT, telematics, and connected mobility solutions.
• Develop a strong understanding of customer business requirements, operational challenges, and use cases to ensure effective adoption of company products and services.
• Monitor account health, customer engagement, product usage, and satisfaction to proactively identify risks and prevent churn.
• Own customer retention and renewal activities for assigned accounts, ensuring contract continuity and long-term customer relationships.
• Identify upselling and cross-selling opportunities within existing accounts, collaborating with Sales teams to drive account expansion and revenue growth.
• Coordinate with customers and internal teams on product integrations, API-related requirements, hardware deployment, data availability, and platform functionality.
• Track and report key customer success metrics, including retention, renewals, account health, customer satisfaction, support resolution timelines, and expansion opportunities.
• Maintain accurate customer records, interaction histories, escalation logs, and account plans through CRM and internal reporting systems.
• Gather customer feedback, feature requests, and market insights, translating them into actionable inputs for Product and Engineering teams.
• Build relationships with multiple stakeholders across customer organizations, including Operations, Technology, Product, and senior management.
• Establish structured customer communication and escalation processes to ensure transparency, accountability, and consistent service delivery.

Qualifications

• 2–4 years of experience in Customer Success, Key Account Management, Client Relationship Management, or post-sales account management, preferably in a B2B technology environment.
• Experience managing enterprise or mid-market accounts, with direct responsibility for customer relationships, retention, issue resolution, and account growth.
• Prior experience in B2B SaaS, IoT (Internet of Things), telematics, automotive technology, electric vehicle infrastructure, fleet management, or other technology-led businesses is preferred.
• Strong stakeholder management skills.
• Working knowledge of CRM (Customer Relationship Management) platforms, ticketing systems, spreadsheets, and customer reporting tools.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly and manage customer expectations.
• Comfortable managing multiple customer accounts, competing priorities, and time-sensitive escalations in a fast-paced environment.
• A proactive, customer-first approach with strong ownership, commercial awareness, and the ability to work independently across cross-functional teams.

Preferred Skills

• Exposure to industries such as B2B SaaS, IoT, telematics, automotive technology, electric vehicles, fleet management, and enterprise technology solutions.

Experience

• 2 to 4 years of relevant experience in customer success or related roles within technology-driven B2B environments.

Environment

• Location: Bangalore
• Work Mode: Work From Office (WFO)
• The role involves close collaboration with cross-functional teams and direct interaction with enterprise customers in a fast-paced technology environment.