Customer Success Manager

1 week ago

Hyderabad Noida, India Synectics Apac Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title: Customer Success Manager - Healthcare ATS

Overview

We are seeking an experienced Customer Success Manager to join our Healthcare ATS (Applicant Tracking System) team. The ideal candidate will have a strong background in client relationship management, SaaS product adoption, and customer retention with prior experience in ATS platforms. This role focuses on driving customer satisfaction, ensuring successful onboarding, and maximizing client value through proactive engagement and strategic partnership.

Department: Talent Pathway

Work Timings: 7:30 PM - 4:30 AM IST (Fixed Saturday & Sunday Week Offs)

Work Location: Hyderabad, Noida Sector 62 (Work from Office)

Compensation: As per Company Norms + Performance Incentives

Key Responsibilities

Client Relationship & Success Management

  • Act as the primary relationship manager for assigned healthcare staffing clients.
  • Build strong, long-term client partnerships focused on retention and growth.
  • Conduct regular check-ins, business reviews, and feedback sessions to ensure customer satisfaction.
  • Monitor client usage, identify engagement gaps, and recommend optimization strategies.

Onboarding & Adoption

  • Oversee smooth onboarding of new clients, ensuring proper configuration, training, and adoption of the ATS platform.
  • Develop and deliver tailored product training sessions for end users.
  • Create documentation and resources to support customer learning and self-service.

Strategic Account Growth

  • Identify cross-sell and upsell opportunities by understanding client goals and business needs.
  • Partner with sales and product teams to align customer strategy with platform enhancements.
  • Ensure clients realize measurable ROI through the ATS solution.

Support & Escalation Management

  • Collaborate with technical support and product teams to resolve escalated issues quickly.
  • Track and analyze common support themes to proactively prevent future problems.

Insights & Reporting

  • Maintain detailed client interaction records and success metrics in CRM.
  • Prepare periodic reports on client engagement, retention, and satisfaction trends.

Qualifications

  • Bachelors degree in Business, Communication, or related field (preferred).
  • 3+ years of experience in Customer Success, Account Management, or Client Services within an ATS environment.
  • Strong understanding of healthcare recruitment workflows and ATS usage is highly desirable.
  • Excellent communication, presentation, and relationship-building skills.
  • Experience with CRM and customer success tools (e.g., Salesforce, HubSpot, Zendesk).

Preferred Skills

  • Proven ability to manage multiple clients and deliver high-quality outcomes under tight timelines.
  • Analytical mindset with strong problem-solving and troubleshooting capabilities.
  • Passion for delivering exceptional customer experiences and driving long-term success.

Compensation & Benefits

  • Competitive base salary with performance-based incentives.
  • Comprehensive Health, Accidental, and Life Insurance.
  • Professional development and career growth opportunities.
  • Collaborative, people-first culture focused on customer excellence.

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