Freshers with B.Tech in ECE/EEE.
Role Mandate:
DATOMS operates in a high-touch, deployment-led environment where customer value is realized only when solutions are adopted, used correctly, and expanded over time. Closing a deal is the starting line, not the finish.
The Customer Success Manager (CSM) exists to own post-onboarding customer outcomes. This role ensures customers derive sustained value from DATOMS solutions, adoption is deep and measurable, renewals are predictable, and expansion opportunities are surfaced early.
This is not a support or account management role. It is a value realization, retention, and growth role with direct impact on revenue quality and customer lifetime value.
Scope of Responsibility:
1. Post-Onboarding Ownership & Customer Outcomes
- Take structured handoff from Sales and Operations once customers are onboarded and live.
- Develop a clear understanding of customer objectives, success metrics, deployment scope, and usage expectations.
- Define and track customer success plans aligned to agreed outcomes and commercial commitments.
- Ensure customers move from initial go-live to stable, value-generating usage.
2. Adoption, Usage & Value Realization
- Drive product adoption across customer teams and sites.
- Monitor usage patterns, performance metrics, and outcome indicators.
- Identify gaps between expected and actual value realization and proactively intervene.
- Work with internal teams to resolve adoption blockers related to process, product, or operations.
3. Relationship Management & Executive Engagement
- Act as the primary point of contact for customers on value, outcomes, and long-term success.
- Build strong relationships with operational and business stakeholders on the customer side.
- Conduct regular reviews (QBRs/MBRs) focused on outcomes, ROI, and roadmap alignment.
- Maintain executive-level alignment to prevent surprises during renewals or expansions.
4. Retention, Renewal & Expansion Support
- Own customer health and renewal readiness.
- Identify early churn risks and drive mitigation plans.
- Partner closely with Sales to support renewals, upsells, and cross-sells with clear success narratives.
- Surface expansion opportunities based on demonstrated value and customer maturity.
5. Internal Coordination & Feedback Loop
- Work closely with Customer Support to ensure issues are tracked, prioritized, and resolved without impacting customer trust.
- Coordinate with Operations and Project teams when customer needs intersect with deployments or changes.
- Provide structured feedback to Product and Engineering based on customer insights.
- Advocate internally for customer needs while balancing commercial and operational realities.
6. Reporting & Discipline
- Maintain accurate customer health dashboards and success documentation.
- Track KPIs such as adoption, engagement, renewal likelihood, and expansion signals.
- Provide clear, data-backed updates to Sales and leadership.
What Success Looks Like
- Customers consistently achieve defined success outcomes.
- High renewal rates with minimal last-minute escalations.
- Expansion conversations are value-led, not price- or issue-driven.
- Clear visibility into customer health and risk across the portfolio.
- Strong trust between customers, Sales, and internal delivery teams
Must-Have Skills
- Strong customer empathy combined with commercial discipline.
- Ability to translate product capabilities into business outcomes.
- Structured communication and stakeholder management skills.
- Comfort working cross-functionally in fast-moving environments.
- Data-driven approach to customer health and decision-making.
Nice-to-Haves
- Experience supporting renewals and expansions alongside Sales teams.
- Familiarity with customer success tooling and health scoring frameworks.
- Exposure to multi-site or enterprise customers.
Cultural Fit
- Ownership mindset with accountability for outcomes.
- Comfortable being proactive, direct, and decisive with customers.
- Bias for long-term relationships over short-term wins.
- Thrives in high-growth, execution-oriented environments.
