Customer Success Manager

1 week ago

Bengaluru, Karnataka, India Metaforms Full time ₹ 9,00,000 - ₹ 12,00,000 per year
About Metaforms

At Metaforms, we're redefining how market research gets done.

Our AI platform empowers the world's leading research agencies to scale 10x faster while maintaining quality. With AI Agents augmenting survey programming, data processing, and project management, we help customers like Dynata, Savanta, and Borderless Access deliver more projects with less effort.

  • 1,000+ surveys processed monthly

  • Serving Fortune 500 companies

  • Experiencing rapid month-over-month growth

  • Backed by $9M in Series A funding to aggressively scale

The Role

We're hiring a Customer Success Manager to lead and scale our customer success efforts.

This role is pivotal in ensuring customers achieve their desired outcomes while maximizing the value they receive from Metaforms. You'll own adoption, retention, expansion, and delight — driving revenue growth by turning customers into power users and champions.

If you're a strategic thinker, a natural relationship-builder, and a customer advocate, this role puts you at the heart of Metaforms' growth.

KPIs You'll Own

  • Customer Usage → Design proactive systems to drive adoption across entire orgs

  • Expansion Revenue → Grow accounts by expanding AI agent adoption

  • Time-to-Value → Shorten onboarding & training cycles for faster ROI

  • Customer Excitement → Build trust through empathy, responsiveness, and partnership

What You'll Do

  • Develop and implement strategies to maximize customer satisfaction, retention, and expansion

  • Partner with customers to drive adoption and outcomes across their orgs

  • Improve onboarding and training processes for faster time-to-value

  • Build systems to monitor usage, health scores, and renewal risk

  • Partner with sales and product teams to identify upsell & cross-sell opportunities

  • Serve as the voice of the customer internally, influencing product roadmap and priorities

  • Maintain visibility into customer accounts through CRM and success platforms (Attio, Hubspot, etc.)

What We're Looking For

Core Skills

  • Strong understanding of customer success principles & SaaS business models

  • Excellent communication, interpersonal, and presentation skills — comfortable with stakeholders at all levels

  • Analytical and data-driven problem solver, able to measure and improve success metrics

  • Proficiency with CRM & customer success tools (Hubspot, Attio, or similar)

  • Customer-first mindset, passionate about delivering exceptional experiences

Bonus Points

  • Experience working with market research agencies

  • Scaling a CS organization in a high-growth SaaS company

  • Familiarity with research operations automation & AI

Why Join Metaforms?

  • Build at the frontier of AI-driven SaaS, shaping adoption in a traditionally non-software-native industry

  • Work with a high-agency, motivated team across engineering, product, and design

  • Thrive in a zero-bureaucracy culture that prioritizes speed, quality, and customer outcomes

  • Be part of a Series A funded company ($10M+) scaling rapidly

Benefits

  • Full family health insurance

  • $1,000 USD annual reimbursement for skill development

  • Dedicated mentor/coach support

  • Free lunch & dinner at the office

  • Monthly food/snacks allowance

Join Metaforms as the voice of the customer and help transform how global research agencies adopt and scale AI.

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