Customer Success Manager

6 days ago

Pune, Maharashtra, India KPOINT Full time ₹ 1,50,000 - ₹ 28,00,000 per year

Responsibilities

Customer Strategy & Engagement

  • Act as a trusted advisor and strategic partner for enterprise accounts.
  • Own account strategy—aligning customer goals with KPOINT's video intelligence solutions.
  • Build executive relationships, run governance reviews, and drive long-term value creation.

Solutioning & Business Impact

  • Map customer problems to scalable use cases, ensuring clear business outcomes.
  • Partner with Product and Engineering to design solutions that deliver impact.
  • Drive innovation in accounts by proactively identifying new opportunities.

Growth & Analytics

  • Use data and insights to uncover adoption gaps, growth levers, and ROI opportunities.
  • Influence renewals and expansions through measurable success metrics.
  • Collaborate with Sales to drive cross-sell and upsell strategies.

Renewals & Risk Management

  • Proactively manage account health and mitigate risks.
  • Ensure seamless renewals by demonstrating tangible business value.
  • Handle escalations with a focus on customer trust and retention.

Cross-Functional Leadership

  • Champion the voice of the customer within KPOINT.
  • Work closely with internal teams to influence product strategy and roadmap.
  • Create and share best practices, playbooks, and executive reports.

Qualifications

  • Bachelor's degree or equivalent experience
    BE  / Bsc / MSc / BBA / MBA / MCA
  • 5–10 years in Customer Success, Strategic Account Management, or Consulting at a SaaS/Enterprise company.
  • Strong track record of renewals, expansions, and executive stakeholder management.
  • Demonstrated ability to craft account strategies that drive measurable outcomes.
  • Business acumen with expertise in interpreting usage and business metrics.
  • Strong consultative, presentation, and communication skills.
  • Experience with APIs, SSO, enterprise integrations is a plus.
  • Prior exposure to BFSI, ITES, L&D/LMS, or SaaS environments preferred.

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