Job Summary
Our client is looking for an experienced Customer Success Manager to manage and support a growing portfolio of customers.
The role involves managing approximately 70 customer accounts, driving customer onboarding, product adoption, engagement, retention, and satisfaction. You will build strong customer relationships, understand business requirements, recommend platform features and best practices, identify customer risks and growth opportunities, and ensure customers achieve value from the SaaS platform.
The role combines one-to-one customer engagement with scalable activities such as webinars, digital campaigns, office hours, and customer success programs.
The ideal candidate should have 4+ years of experience in Customer Success, Account Management, Customer Support, or a similar client-facing role, with experience working on SaaS or technology platforms and supporting US-based customers.
Key Responsibilities
Customer Success & Account Management
- Manage a portfolio of approximately 70 customer accounts.
- Drive customer onboarding, product adoption, engagement, retention, and satisfaction.
- Conduct regular customer check-ins, health reviews, and business reviews.
- Build and maintain strong, long-term customer relationships.
- Understand customer requirements and recommend relevant platform features and best practices.
Customer Engagement
- Conduct customer meetings and account discussions.
- Deliver webinars, office hours, digital campaigns, and other one-to-many engagement activities.
- Monitor customer engagement and product usage.
- Respond promptly to customer questions and requests.
- Escalate critical issues to the appropriate internal teams.
Customer Health & Retention
- Monitor customer health indicators and product usage.
- Identify customers at risk of churn and coordinate appropriate action plans.
- Track customer activity, satisfaction, engagement, and account risks.
- Identify opportunities for account growth and expansion.
- Analyse customer data and provide clear, practical recommendations.
Cross-Functional Collaboration
- Collect customer feedback and share insights with Product, Support, and other internal teams.
- Collaborate with teams across India, US, EMEA, and APAC.
- Maintain strong knowledge of the SaaS platform and its capabilities.
- Maintain accurate customer records, activities, risks, and follow-ups.
Required Qualifications
- Bachelor's degree.
- 4+ years of experience in Customer Success, Customer Support, Account Management, Client Success, or a related client-facing role.
- Experience working with a SaaS, CMMS, Facilities Management, or similar technology platform.
- Experience managing multiple customer accounts simultaneously.
- Excellent written and verbal English communication skills.
- Comfortable communicating with US-based customers.
- Strong analytical and problem-solving skills.
- Ability to analyse customer data, identify trends, and communicate actionable recommendations.
- Strong presentation, time-management, and organisational skills.
- Ability to work independently in a remote environment.
- Strong attention to detail and documentation skills.
- Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.
- Willingness to complete a product knowledge assessment after onboarding.
Preferred Qualifications
- Experience managing a high-volume customer portfolio.
- Experience in scaled, digital, or tech-touch Customer Success.
- Familiarity with Salesforce, Gainsight, Zendesk, Pendo, Jira, or similar tools.
- Experience supporting US or international customers.
- Knowledge of facilities management, maintenance, procurement, or finance processes.
- Experience with customer health monitoring, churn prevention, renewals, or account expansion.
Key Performance Measures
Performance will be measured through:
- Customer retention
- Product adoption
- Customer engagement
- Portfolio health
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Response and resolution times
- Completion of customer health checks and business reviews
Working Hours
6:30 PM – 3:30 AM IST, Monday to Friday
- US Eastern business hours
- No regular weekend work
- Shift timing may change by approximately one hour during US daylight saving time
Remote Work Requirements
Candidates must have:
- Reliable high-speed internet connection.
- Quiet and professional home workspace.
- Ability to work independently during evening and overnight hours.
- Strong communication and collaboration skills in a remote environment.
What Our Client Offers
- Competitive compensation and benefits.
- Remote working within India.
- Opportunity to work with US and international customers.
- Professional development opportunities.
- Exposure to a global customer environment.
- Collaborative and diverse work culture.
Pay: ₹1,200,000.00 - ₹2,000,000.00 per year
Application Question(s):
- Are you comfortable working the US shift (6:30 PM–3:30 AM IST, Monday–Friday)?
- Do you have experience handling verbal discussions/meetings directly with US-based clients?
- Have you worked with SaaS platform? If yes, please mention the platform.
- Which SaaS product/platform have you worked on, and what was your role/responsibility?
- Do you have 4+ years of experience in Customer Success, Account Management, Customer Support, or a similar client-facing role?
Work Location: In person
