About Karnival
Karnival is redefining how brands engage customers post-purchase. At the heart of our platform are our next-gen CRM and Customer Experience (CX) solutions built to empower retailers with smarter campaigns, personalised journeys, and real-time insights. From dynamic Interactive E-Receipts and actionable Surveys to gamified Raffle Draws, authentic Product Reviews, and seamless POS billing, our unified SaaS ecosystem drives loyalty, feedback, and revenue on autopilot. Powered by a centralised data lake and enterprise-grade security, Karnival is the growth engine modern retailers can't do without.
We are looking for a Customer Success Manager who can own the complete customer onboarding journey while acting as a trusted implementation consultant. This role is a blend of Customer Success, Project Management, and Technical Support, requiring strong communication skills along with technical understanding of integrations, infrastructure, and SaaS deployments.
Role Overview
As a Customer Success Manager, you will be responsible for ensuring customers successfully implement and adopt Karnival's products. You'll manage onboarding projects, coordinate with internal Product, Engineering, and Support teams, proactively identify project risks, and build long-term customer relationships.
The ideal candidate should enjoy solving customer problems, managing multiple implementation projects, understanding technical concepts, and ensuring customers achieve value from the platform.
Key Responsibilities
1. Customer Onboarding & Project Delivery
- Own end-to-end customer onboarding and implementation.
- Deliver projects within committed timelines.
- Track onboarding milestones and ensure smooth execution.
- Coordinate cross-functional teams for successful implementation.
- Drive customer adoption during the onboarding phase.
2. Customer Success & Relationship Management
- Act as the primary point of contact during implementation.
- Conduct regular customer review meetings and weekly project updates.
- Build strong relationships with stakeholders across client organisations.
- Ensure a seamless transition from implementation to Support and Customer Success.
- Monitor customer satisfaction and proactively resolve concerns.
3. Technical Coordination & Implementation Support
- Coordinate API, POS, CRM, WhatsApp, SMS, Email, and third-party integrations.
- Work closely with Product and Engineering teams during implementation.
- Assist customers in technical troubleshooting and implementation queries.
- Understand deployment workflows and basic SaaS implementation architecture.
4. Security & Compliance Documentation
- Support enterprise customer security requirements by coordinating:
- Security questionnaires
- Deployment architecture documentation
- Data flow documentation
- Access control documentation
- Backup & Restore documentation
- Audit evidence collection
- Security control implementation tracking
5. Project Governance
- Identify implementation risks proactively.
- Escalate project blockers before SLA breaches.
- Maintain project trackers and implementation dashboards.
- Conduct onsite client visits for strategic or critical accounts.
- Document Minutes of Meeting (MoM) and ensure action item closure.
6. Documentation & Knowledge Management
- Create and maintain:
- Customer onboarding SOPs
- Campaign setup documentation
- SMS, WhatsApp & Email configuration guides
- Brand setup documentation
- Integration handover notes
- Internal implementation best practices
- Knowledge Base articles
7. AI-Driven Productivity
- Leverage AI tools to improve implementation efficiency by:
- Generating onboarding checklists
- Drafting customer updates
- Preparing project risk reports
- Assisting SOP creation
- Automating repetitive implementation activities
Required Skills
1. Customer Success
- Excellent stakeholder management
- Strong communication and presentation skills
- Customer-first mindset
- Problem-solving attitude
2.Technical
- SaaS implementation experience
- API integration understanding
- Understanding of REST APIs
- Cloud deployment awareness
- CRM implementation knowledge
- Technical troubleshooting
3. Project Management
- Requirement gathering
- Timeline management
- Risk management
- Cross-functional coordination
- Documentation skills
Preferred Experience
- 2–5 years in Customer Success, SaaS Implementation, Technical Account Management, Technical Support, or Project Management.
- Experience working with B2B/B2C SaaS products.
- Experience handling enterprise customers.
- Exposure to CRM, Martech, Retail Tech, or Customer Engagement platforms is preferred.
