Customer Success Manager

About the role :

We are looking for a Customer Success Manager to manage enterprise customer relationships and ensure our clients achieve maximum value from Mple.ai. You will be responsible for customer onboarding, product adoption, renewals, and account growth while working closely with Product, Engineering, and Sales teams.

Key responsibility :

• Manage and grow relationships with enterprise customers.
• Lead customer onboarding, implementation, and training.
• Drive product adoption, engagement, renewals, and expansion.
• Serve as the primary point of contact for customer queries and escalations.
• Monitor customer health, usage, and success metrics.
• Collaborate with Product and Engineering teams to resolve customer issues.
• Conduct regular business reviews and provide strategic recommendations.
• Identify opportunities for upselling and cross-selling.
• Maintain accurate customer records and account updates.

Requirement :

• 4+ years of experience in Customer Success or Account Management in a B2B SaaS company.
• Experience managing enterprise customers.
• Strong stakeholder management and communication skills.
• Experience driving onboarding, adoption, renewals, and customer expansion.
• Ability to collaborate with Product and Engineering teams.
• Experience tracking customer health and success metrics.

Prefer :

• Startup experience.
• Engineering background.
• Experience managing 10–20 enterprise accounts.
• Experience with AI or Enterprise SaaS products.
• Exposure to customer implementation and training.
• Experience working with customers in Pharma, BFSI, Automotive, or Retail industries.
• Mumbai-based or willing to work from the Mumbai office.