Customer Success Manager

23 hours ago

Hyderabad, Telangana, India SellersCommerce Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Location: Hyderabad, TL

Experience: 4 to 8 years in customer success roles

Role Summary

We're looking for a proactive, process-driven Customer Success Manager to own and scale post-sales customer experience across onboarding, retention, and revenue growth. This role is critical in ensuring customer health, reducing churn, and building a scalable CS function in our B2B SaaS, service-led environment.

Key Responsibilities

  • Onboarding & Enablement
  • Lead structured onboarding for new clients, in collaboration with Product & Tech.
  • Build reusable training resources, workflows, and success plans.
  • Customer Retention & Health
  • Proactively monitor customer health scores and usage metrics.
  • Run regular check-ins, QBRs, and build success playbooks.
  • Design and manage CSAT/NPS feedback loops.
  • Issue Resolution & Escalation Handling
  • Act as the single point of contact for complex escalations.
  • Collaborate with internal teams to drive fast, effective resolutions.
  • Growth & Revenue Collaboration
  • Identify expansion and upsell signals through usage, engagement, and stakeholder relationships.
  • Coordinate with Sales for seamless handover of qualified leads.
  • Metrics & Reporting
  • Own reporting of CS metrics (NPS, retention %, usage adoption).
  • Build and maintain CS dashboards.

Qualifications & Experience


• 4 to 8 years in B2B SaaS Customer Success, Account Management


• Strong ownership mindset with proven track record in managing enterprise accounts.


• Experience working cross-functionally with Tech, Product, and Sales.


• Strong analytical and reporting skills.

Culture & Traits Fit


• Process-oriented but flexible


• Consultative and data-informed


• High patience and structured communication

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