Customer Success Manager

11 hours ago

Noida, Uttar Pradesh, India Pinga SOlutions Pvt. Ltd Full time ₹ 2,40,000 - ₹ 6,00,000 per year

The Customer Success Manager (CSM) plays a pivotal role in ensuring that every customer achieves measurable success using the Pinga ERP platform. This role bridges the gap between product implementation, customer adoption, and long-term value delivery. The CSM works closely with customers post-implementation to ensure smooth onboarding, optimal usage, satisfaction, and renewal readiness.

Key Responsibilities

1. Customer Onboarding & Implementation

  • Coordinate with the implementation team to ensure smooth ERP onboarding and setup.
  • Develop customer-specific success plans aligned with business goals and timelines.
  • Conduct product walkthroughs, training, and orientation sessions for customer teams.

2. Product Adoption & Utilization

  • Monitor product usage, identify adoption gaps, and proactively address issues.
  • Work with customers to optimize ERP utilization across modules.
  • Suggest process improvements or product configurations that improve outcomes.

3. Relationship Management

  • Build strong, trusted partnerships with customers at multiple levels.
  • Act as the primary point of contact for escalations, queries, and support coordination.
  • Collaborate with the Marketing (KIT) team to share customer insights and opportunities.
  • Upsell and cross sell other modules and features to existing customers.
  • Ensure new projects are added in Pinga

4. Value Delivery & Retention

  • Track and communicate the tangible value customers gain from using Pinga ERP.
  • Drive renewals, minimize churn, and enhance customer lifetime value.
  • Present quarterly success reports to clients showing progress, KPIs, and ROI.

5. Feedback & Continuous Improvement

  • Capture feedback, feature requests, and pain points and channel them to the product team.
  • Participate in internal reviews to improve processes, documentation, and product experience.

Key Skills & Competencies

  • Excellent communication and relationship management skills.
  • Strong understanding of SaaS / ERP systems and real estate domain (preferred).
  • Analytical mindset to track product adoption and success metrics.
  • Problem-solving and customer empathy orientation.
  • Ability to manage multiple clients and projects simultaneously.

Qualification & Experience

  • Graduate / Postgraduate in Business, Technology, or related field.
  • 2–6 years of experience in Customer Success, Product Support, or Account Management roles.

Experience with ERP or SaaS platforms will be an advantage

Job Type: Full-time

Pay: ₹240, ₹600,000.00 per year

Benefits:

  • Provident Fund

Work Location: In person

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