Customer Success Manager

18 hours ago

Gurgaon, Haryana, India Hyrmus Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Job Title: Customer Success Manager – Merchant Experience

Department: GTM (Go-To-Market) – Customer Success

Work Type: Full-time, On-site (Gurgaon)

Working Days: Monday to Friday (WFO – Work from Office)

Timings: Late-evening calls to align with US/EU clients

CTC: ₹15–20 LPA (Fixed) + Performance Incentives

About the Role

As a Customer Success Manager (CSM), you'll be responsible for ensuring client satisfaction, retention, and growth. You will manage relationships with e-commerce and DTC (Direct-to-Consumer) brands, helping them adopt and use the company's product effectively. Your goal is to deliver measurable outcomes for clients and ensure they renew and expand their business with the company.

Key ResponsibilitiesFirst 90 Days

  • Understand merchant workflows and DTC/e-commerce use cases.
  • Improve product adoption by 10% through proactive engagement and onboarding.
  • Establish and track NPS (Net Promoter Score) and retention metrics.

First 180 Days

  • Maintain 95%+ client retention rate.
  • Drive referrals and advocacy from happy customers.
  • Publish 3 success stories / case studies showing ROI (Return on Investment).
  • Collaborate with Sales & Product teams for client feedback and improvement.

Success Metrics (KPIs)

  • NPS Score: Increase from baseline within 6 months.
  • Retention: ≥ 95%.
  • Referral ARR Growth: More clients via word-of-mouth.
  • QBR (Quarterly Business Review): 100% completed on schedule.
  • Merchant Advocacy: At least one testimonial/case study each quarter.

Required Experience & Skills

Experience: 2–6 years in Customer Success or Account Management (preferably SaaS / E-commerce / DTC).

Must-Have Skills:

  • Strong client communication & relationship management.
  • Data analysis using Excel/Google Sheets for retention insights.
  • Experience with US/EU clients (time zone overlap).

Good-to-Have Skills:

  • Exposure to Retail-Tech / E-commerce workflows.
  • Hands-on experience with CRM tools, Notion, Slack, Excel.
  • Customer Success / Account Management certification.

Other Requirements:

  • Comfortable working late evenings for client calls.
  • High sense of ownership and accountability.
  • Valid Indian work authorization.

Job Types: Full-time, Permanent

Pay: ₹1,500, ₹2,000,000.00 per year

Benefits:

  • Provident Fund

Work Location: In person

  • Customer Success Manager

    1 week ago

    Gurgaon, Haryana, India customer success Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Ready to take up a business strategy role? Apply your analytical skills? Be the change agent? Educate and challenges status quo? Lead technology adoption for 'multiple' global businesses? CustomerSuccessBox is looking for a Customer Success Manager to "raise the bar" of customer success, not just for CustomerSuccessBox, but also for the entire B2B SaaS...

  • Customer Success Manager

    5 days ago

    Gurgaon, Haryana, India Advantage Club Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    About the Company:A pioneer in the Employee Rewards and Engagement category, was established in 2016. Headquartered in the heart of the tech world, San Francisco, we have consistently pushed the boundaries of innovation and expanded our global footprintwhile delivering cutting-edge solutions to clients worldwide. boasts backing from visionary investors...

  • Customer Success Manager

    1 week ago

    Gurgaon, Haryana, India Leena Ai Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Company Overview: Founded in 2018, Leena AI is an autonomous conversational AI-backed employee experience platform that is powerful, flexible, and can meet the needs of any enterprise. Trusted by 10M+ employees across companies like Nestle, Puma, AirAsia, Coca-Cola, Lafarge Holcim, and Abbott, Puma, Sony. We have transformed 30M...

  • Customer Success Manager

    5 days ago

    Gurgaon, Haryana, India Appbrew Technology Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Appbrew is hiring a Customer Success ManagerYoull manage the full customer lifecycle - onboarding, adoption, retention, and growth.2-5 yrs in SaaS/e-commerce client success with strong communication & problem-solving skills required.Provident fundHealth insurance

  • Customer Success Manager

    1 week ago

    Gurgaon, Haryana, India Leena Ai Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About Leena AI: Leena AI is a leading AI-powered enterprise automation platform that helps organizations streamline their employee and customer experiences. Our innovative solutions leverage cutting-edge artificial intelligence and machine learning to enhance productivity and engagement.    Job Summary: As a Customer Success Manager, you will be...

  • Customer Success Manager

    2 weeks ago

    Gurgaon, Haryana, India Harvard Business Publishing Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including youThe opportunityHarvard Business Publishing (HBP) is an idea-driven company with a commitment...

  • Customer Success Manager

    6 days ago

    Gurgaon, Haryana, India Linkedin Technology Information Pvt Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Customer Success Manager - LinkedIn Talent Solutions Company Description LinkedIn is the world's largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day....

  • Customer Success Manager

    5 days ago

    Gurgaon, Haryana, India UNOLO Full time ₹ 12,00,000 - ₹ 96,00,000 per year

    About CompanyUnolo is a fast-growing B2B SaaS company focused on providing innovative field force management solutions to companies and their field executives. With an impressive client roster including industry leaders such as Uber, Adani, Hero, Amul, Reliance, Intel, and NoBroker, we are dedicated to delivering cohesive and efficient work experiences. As a...

  • Customer Success Manager

    1 week ago

    Gurgaon, Haryana, India AiSensy Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About AiSensyAiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco., Wipro, Asian Paints, India Today Group Skullcandy, Vivo, Physicswallah, Cosco grow their revenues via WhatsApp.Enabling 100,000+ Businesses with WhatsApp Engagement & Marketing400Crores +...

  • Manager - Customer Success

    1 week ago

    Gurgaon, Haryana, India Lawyered Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Manager – Customer SuccessLocation: Gurugram (On-site)Department: Customer Success ExperienceReports To: Chief Revenue Officer (CRO)About the RoleWe are looking for a confident, dynamic, and customer-focused professional (preferably a woman) to lead our Customer Success team. The ideal candidate should be passionate about client satisfaction, process...