Customer Success Manager

Role- Customer Success Manager

Timing- as per Eastern Time Zone (USA) - Willingness to travel for customer meetings and field visits to USA, Mexico and Canada as required.

Location- Viman Nagar, Pune (Working from Office)

About Intangles

Intangles is a leading provider of real-time predictive diagnostics and digital twin technology for the automotive and fleet industry. We help customers optimize fleet operations, reduce downtime, and achieve higher ROI through advanced AI-driven telematics solutions. At Intangles, our mission is to empower businesses with actionable insights and ensure seamless adoption of our technology.

Role Overview

As a Customer Success Manager (CSM) at Intangles, you will be the primary point of contact for our customers, ensuring they achieve maximum value from our solutions. You will drive customer onboarding, product adoption, and long-term success while building trusted relationships that lead to retention, growth, and advocacy.

Responsibilities: -

Customer Onboarding & Implementation:

• Lead new customer onboarding and ensure successful deployment of Intangles telematics solutions.
• Train customers on platform features, ensuring smooth adoption and integration.
• Product demonstration and conduct detailed training of the entire solution.
• Handling customer queries about the product and services through personal meetings, calls, emails, WhatsApp, teams or any other mode of official communication.

Account Management & Retention:

• Build strong relationships with key customer stakeholders (fleet owners, operations managers, OEM partners).
• Monitor account health, proactively address issues, and minimize churn. Drive contract renewals and ensure high customer retention rates.
• Continuously engage customers by highlighting all the vehicle and driver related issues, periodic performance reports, etc.

• Understand customer business goals and align Intangles solutions to deliver measurable impact.
• Track ROI metrics such as reduced downtime, improved fuel efficiency, and predictive maintenance adoption.
• Propose solutions to meet their objectives and goals.

Product Adoption & Training:

• Promote feature utilization and adoption of new product enhancements.
• Conduct training sessions, workshops, and periodic business reviews.

Validation and Testing:

• To be able to validate data of the vehicle and the data captured on the platform. Convince customers in case of any gaps in their understanding.
• To perform data extraction and vehicle parameter tests using proprietary tools.

Growth & Advocacy:

• Identify upsell and cross-sell opportunities in coordination with the sales team.
• Cultivate customer advocates for case studies, references, and industry events.
• Play an integral part in generating repeat sales and other references.

Collaboration & Feedback Loop:

• Identify any additional requirements and work upon a plan with the internal teams to develop and deliver the same
• Work closely with product, support, and operations teams to deliver superior customer experience.
• Share customer insights and feedback to influence product roadmap.

Key Result Area (KRAs)

1. Customer retention rate & churn reduction.
2. Successful and timely customer onboarding.
3. Increase in product adoption and usage metrics.
4. Achievement of upsell/cross-sell targets.
5. Customer satisfaction (CSAT) and Net Promoter Score (NPS).
6. Documented business impact delivered to customers.

Qualification & Skills

• Must be fluent in English. Excellent communication, presentation, and relationship-building skills.
• Bachelors degree in engineering, Business, or related field (Automotive or Mechanical preferred).
• 37 years of experience in Customer Success / Account Management / Fleet Operations / Telematics / SaaS.
• Strong understanding of automotive telematics, fleet management, or industrial IoT preferred.
• Strong understanding of Vehicle Engines and use of Scan Tools (Error Codes)
• To be able to identify or prepare hypothesis for the vehicle related issues.
• Data-driven mindset with ability to interpret usage metrics and operational KPIs.
• Problem-solving attitude and ability to handle escalations.
• MS Office: Excel, Power-point presentation and Word
• Willingness to travel for customer meetings and field visits to USA, Mexico and Canada as required. Valid USA or Canada Visa preferred.

Why Join Intangles

• Be part of a fast-growing global leader in telematics and AI-powered predictive diagnostics.
• Opportunity to work on cutting-edge technology transforming fleet operations.
• Collaborative, innovation-driven culture.
• Career growth opportunities in customer success and beyond.