Customer Success Manager : IT B2G

Customer Success Manager

Location: New Delhi, India(Hybrid – 3 days in-office per week)

About The Role

• We are looking for a highly motivated and customer-focused Customer Success Manager
• (CSM) to join our team in the Delhi NCR region. In this role, you will manage key
• relationships with governmental and enterprise customers across the APAC region. Your
• mission is to ensure customer success through adoption, satisfaction, and measurable
• business value, while acting as the primary point of contact for renewals and growth.

Key Responsibilities

• Serve as the primary point of contact for assigned customers, managing all

aspects of the relationship including technical issues, adoption, renewals, and growth

opportunities.

• Ensure customers derive maximum value from the platform by promoting usage,

adoption, and best practices through tailored onboarding, training, and feature

introductions.

• Proactively manage customer sentiment, identify risks, and work with internal teams

to ensure service quality meets or exceeds SLA expectations.

• Act as the voice of the customer internally, providing actionable feedback to

influence product improvements and roadmap priorities.

• Partner with the Sales team to support upsell and cross-sell opportunities and

help drive business growth.

• Stay up to date on new features and capabilities, ensuring customers are effectively

enabled and informed.

• Manage and prioritize multiple customer engagements and strategic projects

simultaneously.

Requirements

Must-Have:

• English Proficiency: Native English speaker with exceptional communication and

interpersonal skills.

• Professional Experience: 5+ years of experience in Customer Success or Account

Management, preferably within a SaaS company.

• Government Experience: 5+ years of proven experience working with government

customers.

• Training & Presentation: Proven experience delivering training sessions and

presentations to diverse and senior-level audiences.

• Execution Skills: Strong project management skills and the ability to handle multiple

priorities in a fast-paced environment.

• Travel: Willingness to travel up to 30% of the time across the APAC region.

• Maritime Background: Prior experience as a government employee in the maritime

domain (e.g., Coast Guard, customs authorities, or maritime intelligence

organizations).

• Education: Graduates of a naval military academy.
• B2G Expertise: Experience working with B2G customers, with an understanding of

commercial and procurement processes.

• Technical Tools: Experience with Customer Success tools (e.g., Salesforce, CS

platforms, helpdesk systems).

• Mindset: Self-starter with strong analytical, problem-solving, and organizational

abilities.

Skills: b2g,customer,government,it & business strategy alignment,b2g,salesforce,saas,upsell,cross-sell,csm,apac,management