Customer Success Manager

3 days ago

Gurgaon, Haryana, India 1Channel Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About 1Channel

1Channel is a leading B2B SaaS company delivering a full-stack Channel-Tech platform that empowers businesses to streamline their retail and distribution channels and supercharge sales performance. With a presence across 40+ countries, 80+ enterprise clients, and 150,000+ end users, 1Channel offers advanced solutions in Sales Force Automation, CRM, Loyalty Management, and Retail Execution—powered by Gen-AI and deep analytics. Our platform is purpose-built to drive measurable outcomes, including increased sales, improved productivity, and deeper channel engagement, making us the partner of choice for forward-thinking brands seeking to transform their go-to-market operations. Learn more at

Key Responsibilities:

Solution Understanding & Consultation

  • Develop a deep understanding of the 1Channel SaaS platforms, including its features, configuration options, and integration capabilities.
  • Collaborate with clients to understand their business processes, objectives, and KPIs related to loyalty programs.
  • Provide consultative inputs to align the client's business goals with product capabilities.

Requirement Gathering & Implementation Planning

  • Conduct requirement workshops with client stakeholders to capture functional, operational, and reporting needs.
  • Translate business requirements into solution configurations, workflows, and integration specifications.
  • Prepare and maintain implementation plans, project trackers, and documentation throughout the onboarding lifecycle.

Solution Implementation & Testing

  • Configure the 1Channel solution based on agreed specifications including workflows, automation, data segmentation, and analytics requirements.
  • Coordinate with internal tech teams and client IT teams for any custom development or third-party integration.
  • Oversee UAT (User Acceptance Testing) and ensure timely resolution of feedback.

Post-Implementation Support & Success Management

  • Provide ongoing support to clients after go-live, including handling queries, monitoring usage, and troubleshooting issues.
  • Train client users and stakeholders on platform features, dashboards, and system adoption.

Qualifications and Skills:

  • Bachelor's degree in Engineering (MBA will be preferred)
  • 3–5 years of experience in business analysis, solution consulting, or customer success—preferably in SFA and DMS solutions.
  • Experience in implementing software solutions and managing client relationships post-deployment.
  • Excellent problem-solving skills with the ability to translate client needs into product configurations.
  • Strong communication and interpersonal skills to collaborate with both technical teams and business stakeholders.
  • Excellent data analysis skills with proficiency in Excel.

Why Join Us

At 1Channel, we combine the agility of a start-up with the scale of a market leader—offering you complete ownership, the freedom to innovate, and the chance to truly make an impact. You'll be part of a vibrant, fun-loving team that believes work should be as enjoyable as it is meaningful. From building cutting-edge AI products to working with the latest tools, you'll stay ahead of the curve while solving real business challenges. Most importantly, you'll supercharge your career by learning from some of the best minds in the industry in an environment that champions growth, creativity, and collaboration.

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