Customer Success Manager

2 days ago

Hyderabad India SellersCommerce Full time

Job Description 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

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