Customer Success Manager

# Customer Success Manager ## Job Summary The Customer Success Manager (CSM) will own and manage customer relationships throughout the post-sales lifecycle, focusing on onboarding, product adoption, customer satisfaction, retention, and account growth. This client-facing role combines relationship management, technical coordination, problem-solving, and commercial ownership. ## Responsibilities - Own and manage relationships with assigned B2B and enterprise customers, acting as the primary contact for ongoing engagement, service delivery, and escalations. - Drive customer onboarding and implementation by coordinating with internal technical and operations teams to ensure smooth deployment - Develop a deep understanding of customer business requirements and operational challenges. - Monitor account health, customer engagement, product usage, and satisfaction to proactively identify risks and prevent churn. - Manage customer retention and renewal activities, ensuring contract continuity and fostering long-term relationships. - Identify upselling and cross-selling opportunities within existing accounts, collaborating with Sales teams to expand accounts and increase revenue. - Coordinate with customers and internal teams on product integrations, API requirements, hardware deployment, data availability, and platform functionality. - Track and report key customer success metrics including retention, renewals, account health, customer satisfaction, support resolution timelines, and expansion opportunities. - Maintain accurate customer records, interaction histories, escalation logs, and account plans using CRM and internal reporting systems. - Gather customer feedback, feature requests, and market insights, translating them into actionable inputs for Product and Engineering teams. - Build and maintain relationships with multiple stakeholders across customer organizations, including Operations, Technology, Product, and senior management. - Establish structured communication and escalation processes to ensure transparency, accountability, and consistent service delivery. ## Qualifications - Bachelor’s degree or equivalent experience in a relevant field. - 4–6 years of experience in Customer Success, Key Account Management, Client Relationship Management, or post-sales account management, preferably in a B2B technology environment. - Proven experience managing enterprise or mid-market accounts with responsibility for customer relationships, retention, issue resolution, and account growth. - Strong stakeholder management and interpersonal skills. - Proficiency with CRM platforms, ticketing systems, spreadsheets, and customer reporting tools - Excellent written and verbal communication skills, with the ability to clearly explain technical issues and manage customer expectations. - Ability to manage multiple customer accounts, competing priorities, and time-sensitive escalations in a fast-paced environment. - Proactive, customer-first mindset with strong ownership, commercial awareness, and the ability to work independently across cross-functional teams. ## Experience - 4 to 8 years of relevant experience at a mid-level position. - Prior experience in managing enterprise or mid-market B2B accounts in technology-driven sectors is preferred. ## Environment - Location: Bangalore, India. - Work Mode: Work From Office (WFO).