Customer Success Manager

16 hours ago

Bengaluru, Karnataka, India Sira Enterprises Bangalore Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Customer Success Manager

Department: Customer Success / Client Relations

Experience Level: 4 to 6 years

Location: Bangalore, India

Job Summary

We are seeking a proactive and analytical Customer Success Manager to manage client relationships, drive product adoption, and ensure customer satisfaction.

The ideal candidate will have strong experience in SaaS environments,

CRM campaign management, and data-driven customer engagement, with a focus on improving retention, loyalty, and revenue growth.

Key Responsibilities

Customer Relationship & Engagement

  • Act as the primary point of contact for assigned clients, ensuring their success and satisfaction throughout the customer lifecycle.
  • Build and maintain strong relationships with customers to enhance engagement, retention, and advocacy.
  • Drive adoption of company products through onboarding, training, and ongoing support.
  • Partner with cross-functional teams (Sales, Product, and Marketing) to deliver tailored solutions that address client needs.

Data Analysis & Campaign Management

  • Use CRM tools (e.g., Capillary, Salesforce, HubSpot) to design, execute, and monitor targeted customer engagement campaigns.
  • Leverage data analytics and SQL to identify trends, create audience segments, and optimize customer communication strategies.
  • Track and report campaign KPIs, ensuring continuous performance improvement and alignment with business goals.

Revenue Growth & Loyalty Program Management

  • Identify cross-selling and upselling opportunities through customer insights and behavioural data.
  • Enhance loyalty program participation and engagement through effective reward strategies and event-based campaigns.
  • Collaborate with marketing and technical teams to improve loyalty program rules, workflows, and reporting.

Customer Advocacy & Support

  • Proactively address customer concerns, ensuring timely resolution and high satisfaction scores.
  • Monitor NPS (Net Promoter Score) and feedback, implementing action plans for improvement.
  • Participate in customer business reviews and support renewal discussions.

Key Skills & Competencies

  • Customer Relationship Management (CRM)
  • SQL & Data Analysis
  • Cross-Selling and Up-Selling
  • SaaS Platform Expertise
  • Customer Onboarding & Retention
  • Loyalty Program Operations
  • Communication & Collaboration Skills
  • MS Office & Reporting Tools

Qualifications

  • Bachelors Degree in Engineering / Business / Marketing (Civil Engineering, KPR Institute of Engineering & Technology).
  • 46 years of professional experience in Customer Success, CRM, or Account Management roles within SaaS, e-commerce, or tech environments.

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