Customer Success Manager-Tech Solutions

Role Overview

We are looking for a proactive and customer-focused Customer Success Manager (CSM) to own acquisition, delivery and post sales cycle for our technology solutions. The role involves ensuring successful product adoption, driving customer satisfaction, identifying upsell opportunities, and acting as a trusted advisor to clients.

The ideal candidate should have experience managing B2B tech clients, strong stakeholder management skills, and the ability to translate technical capabilities into business value.

Key Responsibilities

• Own the end-to-end customer lifecycle post onboarding
• Drive product adoption and ensure successful implementation
• Conduct regular business reviews and performance check-ins
• Identify growth opportunities (upsell/cross-sell)
• Act as the primary point of contact for assigned accounts

• Collaborate with Product, Sales, and Tech teams to resolve issues
• Monitor customer health metrics and proactively mitigate churn risks
• Maintain strong relationships with key stakeholders and decision-makers
• Track and report key success metrics (NPS, retention, usage trends)

Key Requirements

• 4-5 years of experience in Customer Success / Account Management / Client Servicing (preferably in tech/SaaS environment)
• Strong communication and presentation skills
• Ability to interpret data and derive actionable insights
• Problem-solving and stakeholder management skills
• Basic understanding of APIs, SaaS models, or tech implementations (preferred)
• Should be open for Pan-India travel as per business needs (15-20% travel)

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Preferred Qualifications

• Experience in SaaS, AdTech, FinTech, or Enterprise Tech solutions
• Strong analytical skills (Excel/Power BI is a plus)

Key Competencies

• Customer-first mindset
• Analytical thinking
• Relationship building
• Commercial awareness
• Ownership & accountability