Customer Success Manager

Job Summary

The Customer Success Manager (CSM) will own and manage customer relationships throughout 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.

Responsibilities

• Own and manage relationships with assigned B2B and enterprise customers, acting as the primary contact for ongoing engagement, service delivery, and escalations.
• Drive customer onboarding and implementation by coordinating with internal technical and operations teams to ensure smooth deployment
• Develop a deep understanding of customer business requirements and operational challenges.
• Monitor account health, customer engagement, product usage, and satisfaction to proactively identify risks and prevent churn.
• Manage customer retention and renewal activities, ensuring contract continuity and fostering long-term relationships.
• Identify upselling and cross-selling opportunities within existing accounts, collaborating with Sales teams to expand accounts and increase revenue.
• Coordinate with customers and internal teams on product integrations, API 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 using CRM and internal reporting systems.
• Gather customer feedback, feature requests, and market insights, translating them into actionable inputs for Product and Engineering teams.
• Build and maintain relationships with multiple stakeholders across customer organizations, including Operations, Technology, Product, and senior management.
• Establish structured communication and escalation processes to ensure transparency, accountability, and consistent service delivery.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• 4–6 years of experience in Customer Success, Key Account Management, Client Relationship Management, or post-sales account management, preferably in a B2B technology environment.
• Proven experience managing enterprise or mid-market accounts with responsibility for customer relationships, retention, issue resolution, and account growth.
• Strong stakeholder management and interpersonal skills.
• Proficiency with CRM platforms, ticketing systems, spreadsheets, and customer reporting tools
• Excellent written and verbal communication skills, with the ability to clearly explain technical issues and manage customer expectations.
• Ability to manage multiple customer accounts, competing priorities, and time-sensitive escalations in a fast-paced environment.
• Proactive, customer-first mindset with strong ownership, commercial awareness, and the ability to work independently across cross-functional teams.

Experience

• 4 to 8 years of relevant experience at a mid-level position.
• Prior experience in managing enterprise or mid-market B2B accounts in technology-driven sectors is preferred.

Environment

• Location: Bangalore, India.
• Work Mode: Work From Office (WFO).