Customer Success Manager

1 week ago

Greater Chennai Area, India ProManage Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role Overview

The Customer Success Manager at ProManage plays a pivotal role in driving customer satisfaction, retention, and growth across all assigned customers. This position involves leading the efforts to deliver value to all assigned customers, while partnering with cross-functional. The role is both strategic and operational, ensuring customers adopt ProManage's hyperlocal marketing and AI-driven solutions (such as Merlin, Midas, Monitor, and Marvel), maximize ROI, and expand their partnership with us.

Key Responsibilities

  • Oversee engagement across all assigned customers, driving adoption, retention, and expansion.
  • Build and maintain strong executive relationships with key stakeholders/customers to position ProManage as a strategic partner.
  • Partner with Sales, Product, and Marketing to identify growth opportunities and customer feedback loops.
  • Support customers in their digital transformation journey with AI-powered solutions (Merlin & Midas).
  • Own renewal and expansion targets for the customer base. (Upsell & Cross Selling)
  • Ensure delivery of quarterly in-person business reviews (QBRs) and customer impact reports.
  • Ability to travel 15% to meet customers across major cities in India.

Required Qualifications

  • 4+ years of experience in Customer Success, Account Management, or related roles.
  • Strong track record of driving retention and revenue growth in SaaS, marketing technology, or AI solutions.
  • Excellent stakeholder management, negotiation, and communication skills.
  • Proven experience in managing teams and scaling customer success functions.
  • A customer-first mindset with the ability to solve problems effectively.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple clients and tasks in a fast-paced environment.

Preferred Qualifications

  • Experience in AI, martech, or hyperlocal marketing platforms.

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