Customer Success Manager

JOB DESCRIPTION

Experience : 5 - 10 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

• 5–7 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.