Customer Success Manager

14 hours ago

Bengaluru, Karnataka, India Omind Technologies Full time ₹ 8,00,000 - ₹ 24,00,000 per year

Job Title: Customer Success Manager (CSM)

Location: Bangalore / Kolkata

Experience Required: 3+ years in Saas

Industry: IT Services / Software/ Customer Experience (CX).

Employment Type: Full-time

Why Join Us?

  • Work with cutting-edge CX solutions transforming digital engagement.
  • Be part of a collaborative and high-performance team culture.
  • Growth opportunities in a fast-scaling business environment.

Role Summary :

You will manage the full customer lifecycle for enterprise clients from onboarding and product training to renewal and expansion. Ensure successful deployment and value realization of Omind's AI-powered CX suite and build customer champions who drive long-term advocacy and growth.

Core Responsibilities:

  • Lead onboarding programs and structured training to ensure customers understand and adopt Omind's platform effectively
  • Monitor product usage, identify adoption gaps, and recommend tailored solutions to drive deeper engagement
  • Build trusted advisor relationships, understand customer business goals, and align Omind's tools to deliver measurable outcomes
  • As Account Managers you have to execute expansion, upsell, and crosssell initiatives within the account
  • Establish success milestones, conduct Executive Business Reviews (EBRs), and manage renewal and churn risk proactively
  • Represent the customer voice in product roadmap discussions and feedback loops for enhancements
  • Support marketing and advocacy efforts: surveys, case studies, testimonials, and customer meetups to establish client centers of excellence
  • Drive process improvements in Customer Success operations frameworks, tools, templates, and best practices

Must-have:

  • 3 years in hightouch Customer Success, Customer Success Management, or Account Management roles ideally within B2B SaaS/AI product companies

  • Experience with tools like Zendesk, Freshdesk, Salesforce, Gainsight, or similar CX/CRM platforms is preferred.

  • Experience working with enterprise and international clients
  • Excellent written and verbal communication skills; highly organized and responsive in managing multiple accounts
  • Capable of translating business needs into success plans and identifying expansion opportunities
  • Proactive, customer-obsessed, and outcome-driven

Nice-to-have:

  • Exposure to AI or automation platforms
  • Familiarity with multilingual/bilingual deployments in Indian regional languages supported by Omind
  • Basic technical understanding of integrations with CRM/telephony systems and analytics dashboards

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