Customer Success Manager

6 hours ago

Pune, Maharashtra, India Princeton IT America Full time ₹ 80,000 - ₹ 10,00,000 per year

ob Title: Customer Success Manager

Location: Pune, Maharashtra

Experience Required: 5+ Years

About the Role

We are looking for an experienced and proactive Customer Success Manager to join our Pune team. This role is responsible for building long-term customer relationships, ensuring successful adoption of our solutions, and driving measurable business outcomes for our clients.

Key Responsibilities

  • Serve as the primary point of contact for assigned customers throughout their lifecycle.
  • Drive customer onboarding, training, and product adoption to ensure smooth implementation.
  • Understand customers' business objectives and align product usage to meet those goals.
  • Develop and execute account success plans, track key metrics (health scores, usage, NPS).
  • Identify opportunities for upselling, cross-selling, and contract renewals in collaboration with Sales.
  • Proactively manage escalations and ensure timely resolution of customer issues.
  • Conduct regular business reviews and present ROI metrics to key stakeholders.
  • Act as the "voice of the customer" internally by providing feedback to Product and Engineering teams.
  • Maintain accurate customer records in CRM systems (Salesforce/HubSpot/Zendesk).
  • Collaborate with cross-functional teams to improve customer experience and retention.

Required Qualifications & Skills

  • Bachelor's degree (Business, IT, or related field preferred).
  • 5+ years of experience in Customer Success / Account Management / Client Engagement, ideally in SaaS, IT Services, or Technology products.
  • Strong communication, presentation, and relationship-building skills.
  • Proven track record of driving product adoption, renewals, and customer satisfaction.
  • Ability to analyze customer usage data and derive actionable insights.
  • Hands-on experience with CRM & Customer Success tools (Salesforce, Gainsight, HubSpot, Zendesk).
  • Excellent problem-solving and negotiation skills.
  • Ability to work independently and as part of a cross-functional team.

Preferred Qualifications

  • Experience in handling enterprise or B2B customers.
  • Exposure to technology-driven products or SaaS platforms.
  • Certifications in Customer Success (e.g., SuccessHACKER, Customer Success Manager Certified).

Job Type: Full-time

Pay: ₹800, ₹1,000,000.00 per year

Experience:

  • Customer Success Manager: 5 years (Preferred)

Work Location: In person

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