Manager - Customer Success - SaaS

1 day ago

Bengaluru, Karnataka, India Invenzo Labs Full time US$ 90,000 - US$ 1,20,000 per year

We are seeking a Customer Success Manager with strong technical skills to join our team. The ideal candidate will be proactive, customer-obsessed, and capable of bridging the gap between business needs and technical solutions. You will play a key role in onboarding clients, driving adoption, ensuring retention, and uncovering growth opportunities

Key Responsibilities:

  • Serve as the primary point of contact for customers post-sale, guiding them through onboarding, training, and adoption phases.
  • Collaborate with customers to define success milestones and ensure timely achievement.
  • Assist customers in setting up and navigating our SaaS platform, troubleshooting issues, and optimizing usage.
  • Act as a liaison between customers and internal teams (technical, product, sales) to resolve concerns quickly and effectively.
  • Monitor customer health metrics to identify risks and opportunities for upselling or cross-selling.
  • Develop and deliver customer training sessions, guides, and educational materials.
  • Gather customer feedback and work with the product team to influence the roadmap.
  • Drive initiatives to reduce churn and increase customer lifetime value.
  • Promote best practices for maximizing product value.

Key Responsibilities

  • Serve as the primary point of contact for customers post-sale, guiding them through onboarding, training, and adoption phases.
  • Collaborate with customers to define success milestones and ensure timely achievement.
  • Assist customers in setting up and navigating our SaaS platform, troubleshooting issues, and optimizing usage.
  • Act as a liaison between customers and internal teams (technical, product, sales) to resolve concerns quickly and effectively.
  • Monitor customer health metrics to identify risks and opportunities for upselling or cross-selling.
  • Develop and deliver customer training sessions, guides, and educational materials.
  • Gather customer feedback and work with the product team to influence the roadmap.
  • Drive initiatives to reduce churn and increase customer lifetime value.
  • Promote best practices for maximizing product value.

Requirements:

  • Experience: Minimum 2+ years as a Customer Success Manager or in a similar client-facing role in a SaaS or tech environment.
  • Technical Skills: Hands-on experience with SaaS platforms; ability to understand APIs, integrations, and basic troubleshooting.
  • Strong communication skills (written & verbal) with the ability to simplify complex concepts.
  • Proven ability to build trust, manage expectations, and maintain long-term client relationships.
  • Highly organized, accountable, and able to manage multiple customer accounts simultaneously.
  • Experience in training users and delivering product demos.
  • Bachelors degree in Engineering or a related technical field (preferred)

Nice to Have:

  • Understanding of SaaS metrics like churn rate, NPS, and ARR.

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