JOB DESCRIPTION
CUSTOMER SUCCESS MANAGER (CSM)
Designation: Customer Success Manager (CSM)
Experience: 2+ Years
Employment Type: Full-Time
Languages Required: English, Telugu & Local Language
ABOUT THE ROLE
We are seeking a Customer Success Manager (CSM) to manage customer relationships and ensure a smooth customer journey from onboarding to continued engagement and retention. The role will primarily focus on supporting retailers and distributors, driving platform adoption, resolving customer concerns, and delivering a positive customer experience.
KEY RESPONSIBILITIES
· Manage and maintain strong relationships with retailers and distributors.
· Lead customer onboarding, platform demonstrations, and training.
· Drive platform adoption and achieve a faster Time-to-First-Order.
· Address customer queries, support requests, and operational concerns.
· Coordinate with internal teams to ensure timely issue resolution.
· Manage customer escalations and ensure effective closure.
· Conduct regular customer follow-ups to monitor engagement and satisfaction.
· Collect customer feedback and communicate key insights to relevant teams.
· Monitor customer health and proactively identify retention risks.
· Maintain accurate customer records, follow-ups, and support reports.
· Support customer retention and identify opportunities for account growth.
QUALIFICATIONS & SKILLS
· Bachelor’s degree in Business, Marketing, IT, Communications, or a related field.
· 2+ years of experience in Customer Success, Customer Support, Account Management, or Client Relationship Management.
· Excellent verbal and written communication skills.
· Strong relationship management and interpersonal skills.
· Good problem-solving and coordination abilities.
· Customer-focused, proactive, and accountable approach.
· Ability to manage multiple customers and priorities effectively.
· Working knowledge of CRM tools and MS Office.
CORE COMPETENCIES
Customer Success | Relationship Management | Customer Onboarding | Platform Adoption | Customer Support | Issue Resolution | Customer Retention | Communication | Problem Solving | Stakeholder Coordination
KEY PERFORMANCE INDICATORS
· Customer Retention & Churn
· Time-to-First-Order
· Customer Onboarding & Platform Adoption
· Customer Satisfaction / CSAT
· Support Ticket Resolution
· Customer Engagement
· Customer Feedback / NPS
REPORTING STRUCTURE
Reports To: Operations Head
For further information, if you are interested, please feel free to contact us at 9063187297.
Pay: From ₹25,000.00 per month
Benefits:
Work Location: In person
