Customer Success Manager

The Customer Success Manager (CSM) ensures every Skill IQ client achieves measurable outcomes from the platform. You'll drive adoption, engagement, retention, and advocacy across enterprise and mid-market accounts by being a strategic partner, trusted advisor, and problem-solver.

The Core Responsibilities For The Job Include The Following
Client Engagement and Retention:

• Own end-to-end relationship with assigned clients post-go-live.
• Build rapport with senior stakeholders (CXOs, HR Heads, L& D Leads).
• Conduct quarterly business reviews (QBRs) and success workshops.
• Achieve renewal, expansion, and NPS targets.

Adoption And Enablement

• Lead onboarding, configuration, and product training for client teams.
• Track activation milestones (license usage, session completion, engagement).
• Drive adoption through proactive nudges, feature education, and ROI showcases.

Value Delivery And Insight

• Analyze usage data, generate actionable insights, and recommend optimization strategies.
• Map Skill IQ solutions to business objectives, hiring effectiveness, sales readiness, and learning impact.
• Prepare executive-level adoption and impact reports using data visualization.

Collaboration And Escalation Management

• Work closely with Product, Operations, and Tech Support for issue resolution.
• Prioritize client feedback for roadmap inclusion.
• Manage escalations calmly and communicate resolution timelines clearly.

Growth And Advocacy

• Identify cross-sell/upsell opportunities within existing accounts.
• Partner with Sales on proposal support, pre-sales reachout, and case-study creation.
• Cultivate referenceable customers and success stories.

Process And Reporting

• Maintain client documentation in CRM (HubSpot / Zoho).
• Track KPIs: Adoption %, Renewal %, Expansion %, NPS, Response Time.
• Contribute to the continuous improvement of Customer Success playbooks.

Requirements

• 26-32 years old with 2-5 years of hands-on customer success experience in a SaaS company.
• Experience working with enterprise or mid-market clients in India or internationally.
• Passionate about AI, learning, and helping customers succeed.
• Demonstrates high ownership, maturity, and clarity of thought.
• Comfortable working from our Bangalore office and coordinating with global teams.
• Bachelor's degree in any discipline (Engineering / Business / Psychology preferred).
• An MBA or equivalent postgraduate qualification is advantageous but not mandatory.

Functional Competencies

• SaaS Customer Lifecycle Management.
• Account Planning and Renewal Forecasting.
• Product Onboarding and Training Delivery.
• CRM and Reporting Tools (Zoho, HubSpot, Salesforce, or equivalent).
• Data Analysis and Metrics-Driven Decision Making.
• Escalation Handling and Problem Resolution.
• Proposal Support / QBR Preparation.

Communication And Interpersonal Skills

• Executive-level presentation and storytelling skills.
• Empathetic listening and relationship building.
• High clarity in written and verbal communication.
• Ability to challenge and influence senior stakeholders.

Cognitive And Behavioral Traits

• High EQ and IQ balance - curious, composed, and solution-oriented.
• Analytical thinker who translates data into strategic recommendations.
• Attention to detail and process discipline.
• Ownership mindset with bias for action.
• Adaptability in fast-evolving startup environments.
• Learning agility - comfortable with AI, automation, and new tech tools.

Tools And Tech Proficiency

• Familiarity with SaaS environments, cloud dashboards, and reporting tools.
• Working knowledge of Excel / Google Sheets for insight generation.
• Exposure to AI / EdTech products is a plus.

This job was posted by Arjun Chakraborti from Refactor Academy.