Customer Success Manager

JOB DESCRIPTION

Experience : 5 - 7 Yrs

Location : Bengaluru

Designation : Customer Success Manager

About Company :

It is an AI-powered mobile platform that helps companies build and maintain high-performing sales teams by delivering continuous, personalized learning and training.

Key Responsibilities:

1. Customer Onboarding & Training

Lead end-to-end onboarding for new customers.

Conduct product demos, training sessions, and workflow setup tailored to customer needs.

Ensure customers achieve their first value within defined timelines.

2. Account Management & Relationship Building

Build trusted relationships with key stakeholders (CXOs, decision-makers, end users).

Act as the main point of contact for customer queries and strategic discussions.

Conduct regular check-ins, QBRs (Quarterly Business Reviews), and business alignment meetings.

3. Product Adoption & Engagement

Monitor product usage and proactively identify risks or areas of improvement.

Drive adoption of new features and ensure customers leverage the platform fully.

Create and share best practices, playbooks, and tailored solutions.

4. Retention, Renewals & Expansion

Own customer retention goals and renewal discussions.

Identify upsell/cross-sell opportunities in collaboration with Sales.

Reduce churn by addressing issues early and driving customer health strategies.

5. Customer Advocacy & Feedback

Capture customer feedback and work closely with Product, Engineering, and Support teams to resolve issues.

Contribute to building case studies, testimonials, and customer advocacy programs.

Represent customer voice internally to influence roadmap priorities.

6. Reporting & Metrics

Track customer health score, usage analytics, NPS, CSAT, and churn risks.

Prepare insights and reports on customer performance and engagement.

Required Skills & Qualifications

57 years of experience in Customer Success, Account Management, or Solution Consulting (B2B SaaS experience preferred).

Strong understanding of SaaS metrics: churn, NRR, GRR, adoption, expansion, NPS.

Excellent communication, presentation, and stakeholder-management skills.

Ability to understand technical concepts and translate them for customers.

Proven track record of managing enterprise or mid-market customers.

Comfortable working with CRM/CS tools (HubSpot, Salesforce, Gainsight, Freshsuccess, or similar).

Nice-to-Have

Exposure to API-based or integration-heavy SaaS platforms.

Prior experience in Product-Led Growth (PLG) environments.

Certifications such as CCSM, CSM, or similar.