Job Description: Customer Success Manager
Location: Chennai
Reports To: Senior Manager Customer Success
Department: Customer Success
Role Overview
The Customer Success Manager at ProManage plays a pivotal role in driving customer satisfaction, retention, and growth across all assigned customers. This position involves leading the efforts to deliver value to all assigned customers, while partnering with cross-functional. The role is both strategic and operational, ensuring customers adopt ProManage's hyperlocal marketing and AI-driven solutions (such as Merlin, Midas, Monitor, and Marvel), maximize ROI, and expand their partnership with us.
Key Responsibilities
- Oversee engagement across all assigned customers, driving adoption, retention, and expansion.
- Build and maintain strong executive relationships with key stakeholders/customers to position ProManage as a strategic partner.
- Partner with Sales, Product, and Marketing to identify growth opportunities and customer feedback loops.
- Support customers in their digital transformation journey with AI-powered solutions (Merlin & Midas).
- Own renewal and expansion targets for the customer base. (Upsell & Cross Selling)
- Ensure delivery of quarterly in-person business reviews (QBRs) and customer impact reports.
- Ability to travel 15% to meet customers across major cities in India.
Required Qualifications
- 4+ years of experience in Customer Success, Account Management, or related roles.
- Strong track record of driving retention and revenue growth in SaaS, marketing technology, or AI solutions.
- Excellent stakeholder management, negotiation, and communication skills.
- Proven experience in managing teams and scaling customer success functions.
- A customer-first mindset with the ability to solve problems effectively.
- Excellent communication and interpersonal skills.
- Ability to manage multiple clients and tasks in a fast-paced environment.
Preferred Qualifications
- Experience in AI, martech, or hyperlocal marketing platforms.
