Customer Success Manager

2 days ago

Pune, Maharashtra, India Bynry Full time ₹ 12,00,000 - ₹ 36,00,000 per year
About Bynry

At Bynry Inc., we're on a mission to make utilities smart, reliable, and affordable.
Our product, SMART360, is a cloud platform that helps Water, Electric, Gas, and Sub-Metering utilities modernize billing, field operations, and customer service — fast and affordably.

By 2030, we aim to equip 1,000 utilities and impact 10 million households with modern, connected technology.

Our Impact So Far:

  • 850K+ consumers served

  • $500M+ in billing data processed annually

  • 10+ utilities across 11 cities empowered

  • Supporting UN SDGs 6, 8, 9 & 11

About the Role

We're building a world-class Customer Success function at Bynry, where customer outcomes are at the center of everything we do.
As a Customer Success Manager, you'll lead a pod of customer accounts — driving adoption, measurable ROI, and renewal readiness for SMART360, our flagship SaaS platform for utilities.

You'll collaborate with implementation, training, and support specialists to ensure every customer achieves success from day one — and stays that way.

What You'll Do
  • Lead a Customer Pod of 3–4 utility clients with full lifecycle ownership: onboarding → adoption → renewal.
  • Ensure every customer realizes measurable value (ROI, efficiency gains, satisfaction).
  • Maintain a structured engagement cadence — check-ins, QBRs, and executive updates.
  • Coordinate cross-functional delivery through Implementation, Adoption, and Support teams.
  • Identify upsell and advocacy opportunities; partner with Growth and Marketing.
  • Report customer health metrics using data-driven insights and dashboards.
What Success Looks Like
  • ≥90% on-time onboarding
  • ≥70% feature adoption across accounts
  • Health Score ≥7/10
  • NRR ≥110%, churn ≤10%
  • CSAT ≥4.5, NPS ≥+30
  • 1 customer advocate for every 3 managed
What You Bring
  • 4–6 years of SaaS customer success, account management, or consulting experience.
  • Experience managing enterprise or mid-market clients in a B2B environment.
  • Strong analytical and communication skills — can translate usage data into impact stories.
  • Ability to lead without authority — influencing engineers, trainers, and support teams.
  • Passion for driving measurable customer outcomes and continuous improvement.
Why Join Bynry
  • Shape the future of the utility SaaS ecosystem with a global impact.
  • Work alongside domain experts solving real customer challenges.
  • Join a culture built on ownership, trust, and growth.


In One Line

A CSM at Bynry doesn't just manage customers — they lead outcomes through coordination, clarity, and measurable impact.

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