Customer Success Manager

Position: Customer Success Manager

Job Location: Gurgaon / Bangalore

Work Experience: 2-4 Years

Email ID: [Confidential Information]

About Antino

With the intention and conviction of emerging as an unparalleled IT Digital Transformation Services platform, we at

Antino Labs are known for providing impeccable software services using cutting-edge technology across the globe.

Without ever compromising the quality of our output and bringing talent and diligence onto a common platform, we

have been recognized for our efficiency and reliability. With dynamic exposure to the industry, we believe in refining and

redefining our standards according to changing market requirements.

Our years of experience in the industry have enabled us to establish a strong global presence. Presently, our branch

offices are in Bangalore, the UK, Dubai, Canada, and the US. In the coming years, we envision further expansion as we

continue to emerge as a leading global IT Service Provider.

Antino Website: https://www.antino.com/

LinkedIn Profile: https://www.linkedin.com/company/antino-labs/mycompany/

Job Description

As a Customer Success Manager for our IT Services business, you will be responsible for ensuring customer satisfaction,

engagement, and retention throughout the client lifecycle. You will work closely with clients to understand their

business goals, provide strategic guidance, and collaborate with internal teams to deliver exceptional customer

experiences.

The ideal candidate should possess strong relationship management skills, excellent communication abilities, and a

customer-first mindset. This role offers an opportunity to work with global clients and contribute directly to customer

growth and long-term success.

Responsibilities

1. Client Onboarding and Relationship Management

• Support and manage the onboarding process for new clients, ensuring a seamless transition from sales to delivery.

• Build and maintain strong relationships with key stakeholders across client organizations.

• Act as a trusted advisor and primary point of contact for assigned accounts.

2. Customer Engagement and Success Planning

• Understand customer business objectives, challenges, and success metrics.

• Develop customer success plans and ensure alignment between client goals and Antino's service offerings.

• Conduct regular client check-ins and business reviews to drive engagement and satisfaction.

3. Account Management

• Manage a portfolio of client accounts and maintain strong ongoing relationships.

• Monitor account health and proactively identify risks and opportunities.

• Ensure timely communication regarding project updates, service enhancements, and business outcomes.

4. Client Advocacy

• Represent customer needs and feedback internally to ensure effective service delivery.

• Collaborate with Delivery, Product, Engineering, and Sales teams to address customer requirements.

• Drive customer-centric decision-making across internal stakeholders.

5. Product and Service Enablement

• Educate customers on Antino's services, capabilities, and new offerings.

• Conduct training sessions, workshops, and product walkthroughs when required.

• Help clients maximize the value derived from Antino's solutions.

6. Renewal and Growth Management

• Support contract renewals and ensure high customer retention.

• Identify opportunities for account expansion, upselling, and cross-selling.

• Work closely with business and sales teams to drive revenue growth within existing accounts.

7. Issue Resolution and Escalation Management

• Coordinate with internal teams to resolve customer concerns in a timely manner.

• Manage escalations effectively while maintaining strong customer relationships.

• Ensure transparent communication throughout the issue-resolution process.

8. Performance Tracking and Reporting

• Track customer success metrics such as customer satisfaction, retention, engagement, and account growth.

• Prepare reports and insights for leadership teams highlighting customer trends and opportunities.

• Maintain accurate records in CRM systems and account management tools.

Qualifications and Skills

• Bachelor's degree in business administration, Information Technology, Marketing, or related field.

• 2-4 years of experience in Customer Success, Account Management, Client Servicing, or Relationship Management

within the IT Services, SaaS, or Technology industry.

• Excellent verbal and written communication skills.

• Strong stakeholder management and relationship-building abilities.

• Ability to understand customer business needs and translate them into actionable solutions.

• Strong problem-solving, analytical, and organizational skills.

• Familiarity with CRM tools such as Salesforce, HubSpot, Zoho, or similar platforms is preferred.

• Experience working with cross-functional teams in a fast-paced environment.

• Results-driven mindset with a focus on customer retention, growth, and satisfaction.

Benefits

• Competitive salary

• Health insurance

• Flexible work hours

• Professional development opportunities

• Friendly and collaborative work environment

Note

This job description serves as a general guideline and may be modified based on organizational requirements and

evolving business needs within the IT Services industry.