Senior Customer Success Manager

3 weeks ago

Pune, India Nivaata Systems Full time

Job Title: Senior Customer Success Manager
Location: Pune (Base Location)
Package: ₹13 – 15 LPA

About Routematic

Routematic is a leading employee transportation and mobility solutions provider, leveraging technology to deliver safe, efficient, and reliable commute experiences. We work with top enterprises to manage their end-to-end employee transport needs, driving both customer satisfaction and operational excellence.

Role Overview

We are seeking a highly motivated and experienced Senior Customer Success Manager to join our Pune team. The role involves managing key client accounts, ensuring seamless service delivery, and leading a team of 4–5 Customer Success Managers/Executives. The ideal candidate will bring strong customer success expertise, preferably in the transportation/mobility or service industry, with a proven track record of managing client relationships at scale.

Key Responsibilities

  • Lead a team of 4–5 Customer Success Managers/Executives to deliver excellent client experience and service outcomes.
  • Own end-to-end client engagement at the city level, ensuring smooth implementation and ongoing operations for assigned accounts.
  • Drive client onboarding including demos, pilots, and process handovers to ensure successful adoption.
  • Monitor account performance, identify gaps, and implement corrective actions to ensure SLA adherence and customer satisfaction.
  • Build and nurture strong client relationships with key stakeholders to drive retention, renewals, and account growth.
  • Collaborate with cross-functional teams (operations, product, technology, etc.) to resolve issues and deliver customized solutions.
  • Provide regular reporting, insights, and reviews to clients and internal leadership.
  • Mentor and develop the Customer Success team to enhance capability and performance.

Qualifications & Skills

  • MBA / BE / B.Tech preferred with relevant experience.
  • 6–10 years of experience in Customer Success/Account Management, ideally in employee transportation, mobility, or related service industry.
  • Strong leadership skills with prior experience leading a team.
  • Excellent communication, presentation, and relationship management skills.
  • Strong analytical mindset with the ability to monitor KPIs and drive data-driven decisions.
  • Ability to thrive in a fast-paced, client-facing environment.

Job Types: Full-time, Permanent

Pay: Up to ₹1,500,000.00 per year

Benefits:

  • Health insurance
  • Provident Fund

Ability to commute/relocate:

  • Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Experience:

  • Customer Success/Account Management: 6 years (Required)

Work Location: In person

Speak with the employer

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