About Linemate
Linemate is a WhatsApp-based Frontline Operations Platform that helps companies manage and run day-to-day operations for deskless and frontline teams. By meeting employees where they already are, Linemate enables faster communication, smoother execution, and better operational outcomes.
The Role
We're looking for a Customer Success Manager to own end-to-end customer relationships in a fast-paced B2B SaaS environment. You'll manage a portfolio of customers across onboarding, adoption, support, upsell, and renewal - while working closely with product and tech teams to continuously improve the platform.
This role requires someone who is analytical, proactive, and comfortable owning outcomes.
What you will do
- Own a portfolio of B2B customers with full accountability for retention, satisfaction, and growth
- Manage the entire customer lifecycle: onboarding, adoption, issue resolution, upsell, cross-sell, and renewals
- Act as the primary point of contact for customers post-sale
- Analyze customer usage and performance using Excel / Google Sheets to identify risks and opportunities
- Drive upsell and cross-sell through strong product understanding and customer insight
- Work closely with product and tech teams to resolve issues and improve the platform
- Capture customer feedback and translate it into actionable inputs for internal teams
- Maintain clear documentation of customer interactions and next steps
What you bring
- 2+ years of experience in Customer Success in a B2B SaaS company (mandatory)
- Strong analytical skills and hands-on experience with Excel / Google Sheets
- Proven experience managing customers end-to-end, not just support or onboarding
- Clear, confident communication skills
- Highly organized, proactive, and comfortable working in a startup environment
- Ability to understand product workflows and explain them simply to customers
- Ability to translate client requirements into clear feature requests for internal teams.
What we offer
- Competitive salary
- Opportunity to join a fast-growing, VC-backed startup at an early stage
- High ownership and direct impact on customer retention and revenue
- Exposure to senior leadershid
- Hybrid work setup (20% onsite in Gurgaon, remainder remote)
