Customer Success Manager

2 days ago

Bengaluru, Karnataka, India Info Edge Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About the Role

We are looking for a Customer Success Manager (CSM) to own and grow relationships with customers using our cutting-edge assessment platform. As the key post-sales point of contact, you will ensure a seamless onboarding experience, drive platform adoption, deliver measurable value, and act as a trusted advisor to customers. You will also partner closely with Sales, Product, and other teams to advocate for customer needs, identify upsell opportunities, and help shape the future of our offering.

This is a high-impact, customer-facing role requiring strong relationship management skills, strategic thinking, and a passion for delivering customer success.

Key Responsibilities

  • Customer Relationship Management: Build and maintain strong, long-lasting relationships with key customer stakeholders, ensuring high levels of satisfaction, engagement, and retention.
  • Onboarding & Adoption: Lead customer onboarding, training, and adoption strategies to ensure successful and timely implementation of the platform.
  • Engagement & Advocacy: Drive ongoing engagement with customers to ensure they are maximizing the platform's value. Turn satisfied customers into enthusiastic advocates and reference accounts.
  • Strategic Account Management: Develop a deep understanding of customer goals and KPIs. Deliver strategic account plans that align platform capabilities with business outcomes.
  • Customer Retention & Growth: Identify opportunities for expansion, upsells, and renewals. Partner with Sales to support commercial conversations and close incremental business.
  • Customer Health & Success Metrics: Monitor customer health, usage analytics, and satisfaction indicators. Proactively address risks of churn or disengagement.
  • Customer Voice & Feedback: Act as the voice of the customer internally, sharing insights and feedback with Product, Engineering, and Leadership teams to influence roadmap and improvements.
  • Onsite & Virtual Meetings: Conduct regular check-ins, QBRs, and onsite visits with key accounts to maintain strong executive relationships and drive success.
  • Cross-Functional Collaboration: Work closely with Sales, Marketing, Product, and Support to deliver a cohesive and seamless customer experience.
  • Process & Playbook Development: Contribute to building scalable customer success processes, resources, and best practices.

Qualifications

  • 3 to 6 years of experience in Customer Success, Account Management, or related roles, preferably in SaaS or technology platforms.
  • Strong understanding of customer lifecycle, account management, and value realization frameworks.
  • Exceptional communication, presentation, and interpersonal skills.
  • Ability to think strategically and execute tactically.
  • Experience engaging with senior stakeholders (C-level, VP, TA lead etc.).
  • Comfortable analyzing data and drawing actionable insights.
  • Ability to travel for customer meetings and events (as needed).
  • Experience with assessment, HR tech, or EdTech platforms is a strong plus.

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