Customer Success Manager
2 days ago
Company Overview: Pando is a global leader in supply chain technology, building the world's quickest time-to-value Fulfilment Cloud platform. Pandos Fulfilment Cloud provides manufacturers, retailers, and 3PLs with a single pane of glass to streamline end-to-end purchase order fulfilment and customer order fulfilment to improve service levels, reduce carbon footprint, and bring down costs. As a partner of choice for Fortune 500 enterprises globally, with a presence across APAC, the Middle East, and the US, Pando is recognized as a Technology Pioneer by the World Economic Forum (WEF), covered in the 2023 Gartner market guide and as one of the fastest growing technology companies by Deloitte.
RoleThe Customer Success Manager (CSM) is responsible for driving the adoption, value realization, and long-term satisfaction of Pandos customers. By building deep relationships with stakeholders at all levels, from support agents to C-level executives, the CSM ensures that clients achieve their business objectives through effective use of Pandos platform. This role is pivotal in managing client success plans, driving revenue expansion, and fostering customer advocacy. The CSM proactively leverages data insights to enhance product usage, identify growth opportunities, and prevent churn, while also overseeing key operational tasks such as renewals, invoicing, and collections.
Responsibilities Build Deep Relationships and Drive Product Adoption:- Engage with stakeholders across all levels of the clients organization, from operational teams to C-level executives.
- Collaborate with customers to create and execute account plans that define goals, milestones, and KPIs.
- Conduct regular engagements such as solutioning sessions, quarterly business reviews, roadmap discussions, and product training.
- Document the clients business needs, goals, and challenges to guide strategic decision-making.
- Analyze product usage data to identify gaps and areas for improved adoption, optimizing the use of Pandos solutions.
- Collaborate with technical experts to offer tailored solutions where standard features do not meet client needs.
- Conduct diagnostics to identify and resolve issues in product setup and usage processes, ensuring clients achieve their desired outcomes.
- Work closely with the sales team to identify upsell opportunities and drive net revenue retention (NRR).
- Encourage satisfied clients to become advocates by participating in case studies, testimonials, and customer reference programs (e.g., G2, Gartner).
- Promote awareness of Pandos new product features and innovations to inspire continued use and advocacy.
- Ensure alignment across internal teams, promoting clarity of actions and smooth transitions between different stages of client engagement.
- Share feedback with product and development teams to inform future enhancements and product evolution.
- Collaborate with the client team to ensure on-time contract renewals.
- Monitor client metrics and usage data to forecast expansion opportunities and upsell potential.
- Manage invoicing, follow-up on payments, and handle collections to ensure financial compliance and smooth revenue flow.
- 2 years SCM / Logistics experience
- 1 years Consulting experience
- Customer-Facing Experience: Previous experience of 2 years in a customer-facing role with enterprise clients in USA/European markets is crucial. This might include positions in customer support, account management, or sales. Prior experience in a CSM role is a plus.
- 3 years of industry expertise with direct experience in enterprise SaaS products.
- Engineering degree from institutes like NIT
- Good interpersonal, presentation and communication skills.
- Customer Relationship Management: Ability to build and maintain strong customer relationships is a fundamental requirement. This involves empathy, active listening, and understanding customer goals.
- Problem-Solving: Should be skilled in identifying and resolving customer issues and challenges. This requires critical thinking and creative problem-solving abilities.
- Project Management: Involvement in managing customer account plans, which may require project management skills to set and track goals, timelines, and milestones.
- Data Analysis: Ability to analyze customer data and metrics to track customer health, usage patterns, and opportunities for improvement is often required.
- Customer-Centric Mindset: Should be genuinely passionate about helping customers succeed and be dedicated to their satisfaction.
- Empathy: Ability to understand and relate to customers' challenges and concerns is crucial for building strong relationships.
- Proactive: Need to be proactive in identifying and addressing customer needs and issues, rather than simply reacting to problems.
- Team Player: Collaboration with other teams, such as sales, marketing, and product development, is common in CSM roles. Being a team player is important.
- Adaptability: The ability to adapt to changing customer needs and company priorities is valuable in this role.
- Time Management: Often must manage multiple customers simultaneously, so effective time management skills are essential.
- Result-Oriented: Should be driven by customer success and achieving specific goals related to customer retention, upselling, and growth.
- Having USA visa is a huge plus
- Experience in Manufacturing, Retail, CPG, and/or Life Science preferred.
- Understanding and usage of statistical algorithms, optimization concepts, and awareness of tactical planning on overall supply chain.
- Previous experience collaborating with remote teams is preferred.
Locations: Chennai, India
-
Customer Success Manager
14 hours ago
Chennai, Tamil Nadu, India Freshworks Full time ₹ 8,00,000 - ₹ 25,00,000 per yearManager - Customer Success - US Job Description As the Manager of Customer Success for the NA Team, you will lead a specialised team of Customer Success Managers (CSMs) responsible for driving value and engagement. Your leadership will ensure strong collaboration with customers, effective adoption strategies, and long-term customer success across the...
-
Customer Success Manager
2 days ago
Chennai, Tamil Nadu, India BayOne Solutions Full time ₹ 8,00,000 - ₹ 12,00,000 per yearPosition: Customer Success Manager Location: Gurgaon (Hybrid) Type: Fulltime with BayOne Responsibilities: Skills Required Must have CSM experience in technology industry with tools similar to Jira, SFDC, ServiceNow, Hubspot, Gainsight, ERP-CRM such as Oracle, SAP, Ariba Communication and interpersonal skills Problem-solving and analytical thinking ...
-
Customer Success Manager
2 weeks ago
Chennai, Tamil Nadu, India Prudent AI Full time ₹ 9,00,000 - ₹ 12,00,000 per yearWe're Hiring: Customer Success Manager Chennai | Hybrid | Full-time | Shift: (not a graveyard shift)At Prudent AI, we're reshaping the future of lending with our AI-driven Income Intelligence Platform. As we expand our footprint across the U.S., we're looking for a Customer Success Manager who can build strong client relationships, drive product adoption,...
-
Customer Success Manager
3 weeks ago
Chennai, Tamil Nadu, India Zocket Full timeCustomer Success Manager ( US & Eurasia )About the organization -At Zocket, we are pioneering the future of marketing by harnessing the power of Artificial Intelligence to transform how businesses automate and scale their marketing workflows. Our mission is bold yet simple: to streamline decision-making, dramatically reduce manual effort, and empower...
-
Customer Success Manager
3 weeks ago
Chennai, Tamil Nadu, India Zocket Full timeCustomer Success Manager ( US & Eurasia ) About the organization - At Zocket, we are pioneering the future of marketing by harnessing the power of Artificial Intelligence to transform how businesses automate and scale their marketing workflows. Our mission is bold yet simple: to streamline decision-making, dramatically reduce manual effort, and empower...
-
Manager - Customer Success
16 hours ago
Chennai, Tamil Nadu, India SuperOps Full time ₹ 12,00,000 - ₹ 36,00,000 per yearABOUT SUPEROPSSuperOps is a SaaS startup empowering IT service providers and IT teams around the world with technology that is cutting-edge, future-ready, and powered by AI. We are backed by marquee investors like Addition, March Capital, Matrix Partners India, Elevation Capital, and Tanglin Venture Partners. Founded by Arvind Parthiban, a serial...
-
Customer Success Manager
6 days ago
Chennai, Tamil Nadu, India Assignedge Network Pvt Ltd Full time ₹ 4,80,000 - ₹ 6,00,000 per yearProgram Success ManagerPosition: Program Success ManagerLocation: Chennai & CoimbatoreExperience: 2+ YearsThe OpportunityWe are seeking a dynamic and results-oriented Program Success Manager to lead our customer success efforts in partner schools. You will play a pivotal role in ensuring schools achieve their unique learning goals and experience exceptional...
-
Customer Success Manager
6 days ago
Chennai, Tamil Nadu, India LTV SaaS Fund Full time ₹ 9,00,000 - ₹ 12,00,000 per year#LI-RemoteThe OpportunityLTV SaaS Growth are currently looking for a Customer Success Manager who will act as the bridge between our SaaS product and its users, ensuring a seamless customer experience through onboarding, technical support, and ongoing relationship management. You'll work closely with clients to understand their needs, resolve their issues...
-
Customer Success Manager
16 hours ago
Chennai, Tamil Nadu, India Cynosure Corporate Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per yearRoles & Responsibilities:2-4 years of experience in customer success or a similar role. Should have work experience in the B2B SaaS domain and handling US or UK customers.Proven ability to build and nurture long-term relationships with customers.Experience in effectively managing customer expectations and providing satisfactory service.Have a customer-first...
-
Customer Success Manager At Chennai
3 weeks ago
Chennai, Tamil Nadu, India Talent Leads Consultants Full timeJob Overview As a Customer Success Manager you will be the primary point of contact for our valued clients ensuring they derive maximum value from our products and services Your role will involve working closely with customers to understand their needs provide expert guidance and facilitate successful product adoption and usage You will play a...