Customer Success Manager

Location: Hyderabad, TL

Experience: 4 to 8 years in customer success roles

Role Summary

We're looking for a proactive, process-driven Customer Success Manager to own and scale post-sales customer experience across onboarding, retention, and revenue growth. This role is critical in ensuring customer health, reducing churn, and building a scalable CS function in our B2B SaaS, service-led environment.

Key Responsibilities

• Onboarding & Enablement
• Lead structured onboarding for new clients, in collaboration with Product & Tech.
• Build reusable training resources, workflows, and success plans.
• Customer Retention & Health
• Proactively monitor customer health scores and usage metrics.
• Run regular check-ins, QBRs, and build success playbooks.
• Design and manage CSAT/NPS feedback loops.
• Issue Resolution & Escalation Handling
• Act as the single point of contact for complex escalations.
• Collaborate with internal teams to drive fast, effective resolutions.
• Growth & Revenue Collaboration
• Identify expansion and upsell signals through usage, engagement, and stakeholder relationships.
• Coordinate with Sales for seamless handover of qualified leads.
• Metrics & Reporting
• Own reporting of CS metrics (NPS, retention %, usage adoption).
• Build and maintain CS dashboards.

Qualifications & Experience

4 to 8 years in B2B SaaS Customer Success, Account Management

Strong ownership mindset with proven track record in managing enterprise accounts.

Experience working cross-functionally with Tech, Product, and Sales.

Strong analytical and reporting skills.

Culture & Traits Fit

Process-oriented but flexible

Consultative and data-informed

High patience and structured communication