Customer Success Manager(CSM)

3 days ago

Remote, India Gencue Technologies Full time ₹ 25,000 - ₹ 35,000 per year

Job Title: Customer Success Manager (Night Shift – Work from Home)

Location: Remote (Work from Home)

Shift: Night Shift (Aligned to US / International Time Zones)

Employment Type: Full-time

Experience: 2-5 yrs

About the Role

We are looking for a proactive and customer-focused Customer Success Manager (CSM) to handle both support and success functions during the night shift. You will be the primary contact for our international customers—resolving queries, ensuring satisfaction, and helping them achieve maximum value from our products and services.

Key Responsibilities

  • Act as the first point of contact for customer queries via email, chat, or calls during assigned shift hours.
  • Troubleshoot and resolve product or service issues promptly while ensuring SLA compliance.
  • Guide customers through onboarding, training, and adoption of products.
  • Conduct regular check-ins with key accounts to ensure engagement and satisfaction.
  • Escalate complex technical issues to the relevant internal teams.
  • Monitor and report on customer health, usage patterns, and feedback.
  • Identify upsell/cross-sell opportunities and collaborate with the sales team.

Requirements

  • Bachelor's degree or equivalent work experience.
  • 2+ years in Customer Success, Customer Support, or Account Management (preferably in SaaS / IT industry).
  • Excellent written and verbal English communication skills.
  • Strong problem-solving skills with a customer-first mindset.
  • Comfortable working independently during night hours in a remote environment.
  • Proficient with CRM and support tools (e.g., Zendesk, Freshdesk, Salesforce, HubSpot).
  • Reliable internet connection and a quiet workspace.

Preferred Skills

  • Experience working with US/International customers.
  • Knowledge of customer success KPIs (NPS, CSAT, churn rate).
  • Basic technical troubleshooting ability.

Job Type: Full-time

Pay: ₹25, ₹35,000.00 per month

Work Location: Remote

Speak with the employer

Expected Start Date: 30/08/2025

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