Customer Success Manager

About Chemarc

Chemarc.com is India's leading B2B digital procurement platform for the chemical and pharmaceutical industries, founded by alumni of IIT Kanpur and Harvard Business School. We connect buyers and suppliers through a trusted, tech-enabled marketplace — simplifying sourcing, quotations, and procurement at scale. We are a fast-growing, founder-led company disrupting how India's chemical and pharma sector procures raw materials and ingredients.

Role Overview

We are looking for a driven and relationship-focused Customer Success Manager to be the strategic point of contact for our customers post-onboarding. Reporting to the Director of Sales, you will work cross-functionally with our BD, Sales, and Product & Tech teams to drive customer satisfaction, retention, and long-term value. This is a high-visibility role with direct exposure to senior leadership and a clear path to grow into a leadership position within the Customer Success function.

Key Responsibilities

Customer Relationship & Retention

• Own the end-to-end post-onboarding customer journey — ensure smooth platform adoption and a positive first experience for every account.
• Build and nurture long-term relationships with key accounts; serve as the primary point of escalation for customer concerns.
• Lead renewal conversations in collaboration with the Director of Sales; proactively track contract timelines and engage accounts well ahead of renewal dates.
• Monitor account health metrics and platform usage data to identify at-risk accounts and execute re-engagement strategies.

Collaboration, Reviews & Reporting

• Partner with BD and Sales teams on account expansion opportunities, upsell strategies, and joint customer initiatives.
• Coordinate with the Product & Tech team to relay customer feedback, flag issues, and influence the product roadmap based on ground-level insights.
• Conduct Quarterly and Monthly Business Reviews (QBRs/MBRs) — share usage insights, platform updates, and success strategies with customers.
• Prepare and present reports on account status, renewal forecasts, NPS scores, and platform adoption trends for leadership review.

What We're Looking For

Must-Have

• 3–6 years of experience in Customer Success, Account Management, or B2B Sales support.
• Prior exposure to B2B SaaS, marketplace platforms, or tech-enabled business environments.
• Excellent communication and stakeholder management skills — comfortable engaging with C-suite executives, procurement heads, and operational teams alike.
• Strong analytical mindset with hands-on experience using account health dashboards and renewal metrics.
• Proficiency in CRM tools such as Salesforce, HubSpot, or similar platforms.

Good to Have

• Experience in the chemical, pharmaceutical, or industrial B2B sector.
• Familiarity with procurement workflows or supply chain platforms.
• Prior experience managing mid-market or enterprise accounts.

Why Join Chemarc

• Work directly with the Director of Sales on high-visibility, strategic accounts.
• Be part of a fast-growing, founder-led company disrupting B2B procurement in India.
• Shape the Customer Success function from the ground up and grow into a leadership role.
• Collaborative, high-ownership culture where your contributions directly impact business outcomes.

How to Apply

Send your updated CV to [Confidential Information] with the subject line: Application – Customer Success Manager.