Customer Success Manager

About the Company

Modern engineering teams are obsessed with site reliability. They want to keep their sites up and running, no matter what. But managing complex infrastructure and handling production incidents is tough. That's where Zenduty comes in. We're a complete site reliability engineering suite that helps teams build intelligence into their production operations and put in the processes they need to deliver rock-solid SLAs to their customers. We help companies recover from downtime faster, learn more from incidents, and deliver a better experience for the end users.

Here's how we do it:

• We centralize all of the alerts and notifications, so you never miss a thing.
• We route alerts to the right people at the right time, so you can respond quickly and effectively.
• We help you identify the root cause along with a triage plan, collaborate and communicate with your team members and stakeholders, so everyone is on the same page.
• We provide you with the insights you need to learn from incidents and prevent them from happening again.

We are seeking a talented and motivated Customer Success Engineer with 2+ years of experience to join our dynamic team. The ideal candidate will have a background in software engineering, strong technical acumen, and excellent written and verbal communication skills.

If you're eager to be part of a forward-thinking company that thrives on community, engaging work, and grit, Zenduty is the place for you. We don't just offer jobs; we offer transformative career experiences. Our culture is built on empowerment, and we provide the resources and support needed for our team members to excel, innovate, and drive change.

This role ensures that customers maximize the value they gain from Zenduty's solutions, driving product adoption and fostering long-term success. By proactively identifying opportunities for growth and addressing challenges, the Customer Success Manager plays a critical role in enhancing Customer Lifetime Value (CLTV) and Annual Contract Value (ACV) for the business.

In addition, the Customer Success Manager collaborates with internal teams and customers to build strong relationships, resolve escalated issues, and identify upsell opportunities.

The ideal candidate will be located in Bangalore or ready to relocate to Bangalore, with the ability to work from our office five days a week.

Responsibilities:

• Customer Engagement and Relationship Management
• Build and nurture strong, trusted relationships with both direct accounts and MSP partners through consistent, proactive communication
• Maintain regular meetings with customers to monitor satisfaction, drive continued adoption, understand and resolve potential challenges and uncover expansion opportunities.
• Foster strong relationships, ensuring that key customers and MSPs become Zenduty advocates and provide valuable references
• Lead strategic alignment meetings and business reviews for key customers, ensuring alignment with their goals and identifying opportunities to prevent churn
• Product Adoption and Upsell Initiatives
• Guide and support customers in implementing Zenduty's services, ensuring a seamless and successful deployment
• Identify opportunities to expand Zenduty's services within existing customers, including driving upsell initiatives
• Stay up to date on new product features, roadmap developments, and certifications, sharing relevant knowledge with customers to drive engagement
• Recommend and facilitate training programs to enhance customer engagement and product adoption
• Collaboration and Cross-Functional Teamwork
• Collaborate with internal teams (Product, Sales, Partner Management, Support) to address customer concerns, feature requests, or escalated issues
• Work with cross-functional teams to ensure a smooth customer experience, from onboarding to ongoing engagement
• Reporting and Account Management
• Maintain accurate, up-to-date records of customer interactions and progress in and other platforms
• Track and report on key customer metrics such as churn, renewals, and NPS for assigned accounts
• Deliver insights into customer trends and health, presenting findings to management with actionable recommendations

Requirements:

• 3+ years in Customer Success, or a related field, ideally in a SaaS or technology environment
• Experience or familiarity with ITSM/ESM platforms or ITIL certification is a plus
• Experience with MSPs is a plus
• A strong commitment to understanding customer needs and delivering value throughout their journey
• Excellent interpersonal skills, capable of building rapport with a wide range of stakeholders, from technical users to executive sponsors
• Strong ability to identify risks and challenges, and propose proactive solutions that drive successful outcomes
• Strong verbal and written communication skills, with the ability to explain complex issues clearly and concisely; additional language skills are a plus
• Ability to track, measure, and report on key customer success metrics such as churn, renewals, and NPS
• Skilled in managing multiple priorities, ensuring timely delivery and adherence to customer expectations
• Comfortable working with CRM platforms and other SaaS tools, with a willingness to learn new systems as needed
• Ability to work collaboratively across departments, engaging stakeholders at all levels
• Thrives in a fast-paced, dynamic environment and has a passion for continuous learning and growth
• Experience working with Enterprise-level customers is a plus