Role Overview
The Customer Success Manager (CSM) plays a pivotal role in ensuring that every customer achieves measurable success using the Pinga ERP platform. This role bridges the gap between product implementation, customer adoption, and long-term value delivery. The CSM works closely with customers post-implementation to ensure smooth onboarding, optimal usage, satisfaction, and renewal readiness.
Key Responsibilities
1. Customer Onboarding & Implementation
- Coordinate with the implementation team to ensure smooth ERP onboarding and setup.
- Develop customer-specific success plans aligned with business goals and timelines.
- Conduct product walkthroughs, training, and orientation sessions for customer teams.
2. Product Adoption & Utilization
- Monitor product usage, identify adoption gaps, and proactively address issues.
- Work with customers to optimize ERP utilization across modules.
- Suggest process improvements or product configurations that improve outcomes.
3. Relationship Management
- Build strong, trusted partnerships with customers at multiple levels.
- Act as the primary point of contact for escalations, queries, and support coordination.
- Collaborate with the Marketing (KIT) team to share customer insights and opportunities.
4. Value Delivery & Retention
- Track and communicate the tangible value customers gain from using Pinga ERP.
- Drive renewals, minimize churn, and enhance customer lifetime value.
- Present quarterly success reports to clients showing progress, KPIs, and ROI.
5. Feedback & Continuous Improvement
- Capture feedback, feature requests, and pain points and channel them to the product team.
- Participate in internal reviews to improve processes, documentation, and product experience.
Key Skills & Competencies
- Excellent communication and relationship management skills.
- Strong understanding of SaaS / ERP systems and real estate domain (preferred).
- Analytical mindset to track product adoption and success metrics.
- Problem-solving and customer empathy orientation.
- Ability to manage multiple clients and projects simultaneously.
Qualification & Experience
- Graduate / Postgraduate in Business, Technology, or related field.
- 2–6 years of experience in Customer Success, Product Support, or Account Management roles.
- Experience with ERP or SaaS platforms will be an advantage.
To Apply
Interested candidates can send their updated resume to [email protected]Subject Line: Application for Customer Success Manager (CSM) – [Your Name]
Pay: From ₹20,000.00 per month
Work Location: In person
