About the Role
We are looking for a dedicated and experienced Customer Success Manager to join our team. The ideal candidate will be responsible for managing customer relationships, ensuring platform adoption, and driving customer success. If you have a strong background in customer-facing roles and a passion for building relationships, we would love to hear from you.
Job Title
Customer Success Manager
Responsibilities
- Customer Relationship Management
Serve as the first point of contact for all customer queries, issues, and workflow-related challenges.
Build trusted relationships with customer stakeholders and end users.
Maintain continuous communication to ensure customers feel supported, similar to a dedicated account or customer manager.
- Customer Enablement & Training
Ensure all customer teams and end users are thoroughly trained and enabled on the platform.
Conduct onboarding sessions, refresher training, and functional walkthroughs as needed.
Understand customer-reported issues and coordinate with internal teams to drive quick resolutions.
Proactively identify potential challenges in customer workflows and help mitigate them.
- Portfolio / Cohort Management
Manage an assigned portfolio or cohort of customer accounts.
Ensure each account is receiving maximum value from the platform and meeting usage expectations.
- Platform Adoption & Usage Analytics
Regularly track and analyze customer usage metrics to ensure adoption, engagement, and continuous improvement.
Identify gaps, areas of low usage, or product-underutilization and take corrective action through engagement strategies.
Required Skills
8–12+ years of experience in Customer Success, Technical Program Management (TPM), Account Management, or related customer-facing roles.
Strong understanding of customer workflow management and SaaS platform adoption.
Excellent communication and relationship-building skills.
Ability to analyze platform usage data and drive adoption initiatives.
Proactive problem solver with a customer-first mindset.
Desirable Skills
Experience working with enterprise clients.
Familiarity with analytics dashboards or customer success tools.
Background in training, onboarding, or customer enablement.
Education Qualification
Bachelor's degree in Business Administration, Marketing, or related field.
