Location: Bangalore
Team: Customer Success
Reports to: Customer Success Leadership
Education: B.Tech / BE
About the Role
We are looking for a Customer Success Manager who is analytical, technically strong, and outcome-focused to manage our high-value B2B SaaS customers. The role requires a data-driven professional who can work with complex datasets and translate technical insights into clear business outcomes for customers.
As a trusted advisor, you will own post-sale customer success end-to-end — driving adoption, retention, and long-term value realization. You will work closely with Product and Sales to ensure customers achieve sustained ROI from the platform.
This is a customer-facing, individual contributor role with high ownership and visibility.
What You’ll Do
Drive Adoption & Account Success
- Own post-sale customer relationships and support product adoption by designing, validating, and troubleshooting complex incentive plans to ensure precision in calculations and outputs.
- Translate customer business goals into structured success plans and measurable usage outcomes
- Develop a deep understanding of customer use cases and align platform capabilities to business needs
- Act as a trusted advisor by connecting product usage, data insights, and customer outcomes
Improve Retention & Loyalty
- Proactively identify risks to adoption and retention using data, usage trends, and stakeholder signals
- Drive consistent customer engagement to ensure ongoing value realization
- Influence long-term customer satisfaction, loyalty, and renewal readiness
Collaborate Cross-Functionally
- Partner closely with Product teams to share customer feedback and influence roadmap improvements
- Work with Sales on renewals and account expansion conversations by providing value and adoption context
- Coordinate with internal teams (Implementation, Support & Tech) to resolve customer issues efficiently
What We’re Looking For
- 4–6 years of experience in a customer-facing role focused on Customer Success, adoption, or retention
- Strong understanding of Customer Success as a function, including health, adoption, and renewal readiness
- Ability to build and manage senior stakeholder relationships
- Strong communication skills with the ability to explain technical insights in business terms
- Deep product orientation with the ability to translate features into customer outcomes
- Comfortable working with complex datasets
Nice to Have
- Experience in loyalty, fintech, HR tech, or B2B SaaS environments
- Exposure to enterprise or high-complexity customer accounts
What Makes You a Strong Fit
- You are comfortable owning complex customer relationships end-to-end
- You balance customer empathy with a strong focus on measurable outcome
- Demonstrated ability to operate independently and lead cross-functional collaboration to resolve customer needs
- You enjoy working cross-functionally with Product and Sales to solve real customer problems
Why This Role Matters
- Customer adoption and retention are critical to sustained growth. This role directly impacts:
- How customers experience the product
- How much value they derive over time
- How long they stay and grow with the platform
Why Join Us
- Clear ownership with visible customer impact
- Close collaboration with Product and Sales teams
- Opportunity to build deep expertise in Customer Success at scale
- Senior individual contributor role with meaningful responsibility
- Ability to shape long-term customer relationships and outcomes
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