Associate Customer Success Manager
Location - Bangalore
Role Summary
We are looking for an Associate Customer Success Manager (CSM) to support the onboarding, adoption, and ongoing success of SecPod customers. The candidate will work closely with customers and internal teams to ensure smooth onboarding experience, timely issue resolution, and successful adoption of the SecPod platform.
This role is ideal for someone with 1–2 years of experience in Customer Success, Technical Support, Account Management, SaaS Operations, or customer-facing technology roles who enjoys working with customers and solving problems.
Key Responsibilities
Customer Onboarding
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Coordinate onboarding activities between customers, Sales, Support, and internal teams.
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Track onboarding milestones and ensure timely completion of implementation activities.
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Follow up with the customers for required information, configurations, and sign-offs.
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Maintain onboarding trackers and project status updates.
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Support successful customer Go-Live activities.
Customer Engagement & Adoption
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Conduct regular customer check-ins and follow-up calls.
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Monitor product usage and adoption metrics.
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Assist customers in understanding product features and best practices.
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Coordinate customer training sessions and enablement activities.
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Identify adoption gaps and escalate concerns internally.
Customer Support & Escalation Coordination
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Act as a primary point of contact for routine customer queries.
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Coordinate with Support team to ensure timely issue resolution.
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Track customer tickets and follow up on open issues.
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Provide regular updates to customers on progress and resolution timelines.
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Escalate critical issues as required.
Customer Health Monitoring
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Maintain customer account information and engagement records.
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Monitor customer health indicators and usage trends.
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Identify potential risks and proactively engage customers.
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Assist in preparing account reviews and customer reports.
Required Experience & Skills
Experience
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0–2 years of experience in Customer Success, Technical Support, Customer Service, SaaS Operations, Account Management, or related customer-facing roles.
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Experience working with enterprise software, SaaS products, or technology solutions is preferred.
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Exposure to customer onboarding, implementation coordination, or customer support processes are an advantage.
Technical Knowledge
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Basic understanding of SaaS applications and cloud-based platforms.
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Preferred to have foundational knowledge of Windows and Linux administration.
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Basic understanding of networking concepts, including TCP/IP, DNS, firewalls, proxy configurations, and common network ports and protocols.
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Ability to understand technical concepts and communicate them clearly to customers.
Core Skills
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Strong communication and interpersonal skills.
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Customer-first attitude with a problem-solving mindset.
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Excellent follow-up and coordination skills.
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Ability to manage multiple customer accounts simultaneously.
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Strong organizational and time-management skills.
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Attention to detail and process orientation.
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Ability to work effectively with cross-functional teams.
Preferred Qualifications
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BE/BTech, BCA, MCA, BSc (Computer Science/IT) or equivalent.
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Experience in cybersecurity, endpoint management, IT support, or enterprise software environments is a plus.
