Customer Success Manager

Role: Customer Success Manager (CSM)

Experience: 2 – 5 Years

Location: Pune (Baner)

Department: Customer Success

Role Overview

We are looking for a performance-driven Customer Success Manager (CSM) who will be responsible for driving Retention, Adoption, Engagement, Advocacy, Support Excellence and Revenue Growth across assigned accounts. The ideal candidate will own the complete post-sales lifecycle — from onboarding and product adoption to renewals, expansion, and advocacy — ensuring measurable business outcomes for customers.

• Key Responsibilities
  1. Retention & Revenue Ownership
• Own Gross Revenue Retention and minimise churn.
• Ensure 100% renewals before expiry.
• Conduct regular health checks and proactively mitigate risks.
• Drive structured recovery plans for at-risk accounts.
  
  2. Product Adoption & Value Realisation
• Improve the Adoption Health Score across accounts.
• Drive active usage of LIMS, Inventory, and key modules.
• Enable customers through structured training and best practices.
• Partner with Product & Engineering to resolve recurring gaps.
  
  3. Client Engagement & Relationship Management
• Maintain disciplined engagement cadence (MBR/QBR).
• Lead executive-level QBRs with decision-makers.
• Expand multi-threaded stakeholder relationships.
• Conduct strategic site visits for high-value accounts.
  
  4. Advocacy & Customer Marketing
• Capture structured feedback and testimonials.
• Drive case studies, G2 reviews, and referrals.
• Convert satisfied clients into brand advocates.
• Identify cross-sell opportunities.
  
  5. Support & SLA Governance
• Ensure strict SLA adherence and ticket ownership.
• Maintain clear communication and closure confirmation.
• Align ticket closures with CSAT goals.
• Act as an escalation bridge between the client and internal teams.
  
  6. Growth & Expansion
• Drive MRR growth through upsell & cross-sell.
• Identify expansion opportunities within accounts.
• Convert delivered value into measurable revenue growth.
  
  Job Specifications
• 2+ years of experience in Customer Success / Account Management / SaaS.
• Proven track record in retention, renewals, and revenue expansion.
• Strong analytical skills — ability to interpret data, health scores, and customer insights.
• Excellent communication and stakeholder management skills.
• Experience handling customer escalations professionally.
• Organised, process-oriented, and execution-focused.
• Proactive problem solver with an ownership mindset.
• Self-starter and collaborative team player.
• Comfortable working in shifts if required.