Customer Success Manager

3 weeks ago

Gurugram, India Unolo Full time

About Company

Unolo is a fast-growing B2B SaaS company focused on providing innovative field force management solutions to companies and their field executives. With an impressive client roster including industry leaders such as Uber, Adani, Hero, Amul, Reliance, Intel, and NoBroker, we are dedicated to delivering cohesive and efficient work experiences. As a dynamic company, we value teamwork, technological excellence, and a passion for problem-solving.

About the Role

Join Unolo's dynamic team as a
Customer Success Manager

where you'll drive customer retention, expansion, and advocacy. You'll serve as the primary point of contact for key accounts, ensuring customers maximize value from our platform while building long-term strategic relationships.

Key Responsibilities

·       
Manage customer relationships

through proactive engagement, regular check-ins, and strategic account planning

·       
Drive onboarding and adoption

by guiding new customers through implementation and providing product training

·       
Monitor customer health metrics

to identify risks, opportunities, and expansion potential

·       
Collaborate cross-functionally

with sales, product, and support teams to ensure seamless customer experiences

·       
Achieve retention and growth targets

through strategic account management and upselling initiatives

·       
Gather customer feedback

and insights to inform product development and company strategy

Required Qualifications

Experience & Education

·       
2-3+ years

in customer success, account management, or customer-facing roles in B2B SaaS

·       
Bachelor's degree

in Business, Marketing, Communications, or related field

·       
Proven track record

in client retention and revenue growth through account expansion

Technical & Core Skills

·       
CRM proficiency

(Zoho, HubSpot) and advanced MS Office skills

·       
Strong analytical abilities

with experience in data analysis and SaaS metrics

·       
Exceptional communication

and presentation skills for diverse stakeholders

·       
Project management

capabilities to handle multiple accounts simultaneously

·       
Customer-centric mindset

with genuine passion for customer success

Success Metrics

Performance measured by customer retention rates, Net Revenue Retention (NRR), customer satisfaction scores (NPS/CSAT), product adoption metrics, and onboarding efficiency.

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