Account Manager - Customer Success

Darwinbox; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Darwinbox is seeking an Account Manager in Customer Success to drive strategic outcomes in HR systems transformation. You will bridge business needs with technology, focus on customer engagement, product adoption, and long-term partnerships while identifying cross-sell opportunities to maximize value.

You will collaborate with sales, marketing, and product teams, ensuring a seamless customer experience and helping customers realize measurable value from our HR tech platform.

Qualifications

• 3+ years of experience in customer success or a similar role within HR/HCM space.
• Proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities.
• Ability to thrive in fast-paced environment with strategic thinking and execution.

Responsibilities

• Optimize Customer Success processes using innovative tools to boost outcomes.
• Drive customer advocacy, engagement, and collect case studies/testimonials.
• Boost product adoption and tailor strategies for HR SaaS needs.
• Identify and pursue cross-sell and upsell opportunities within existing accounts.
• Maximize renewals by understanding customer needs and aligning solutions.
• Collaborate with sales, marketing, and product teams for a seamless experience.
• Build and maintain trusted relationships with stakeholders to influence product direction.

Skills

Customer Success

Account Management

Cross-sell

Upsell

Data-driven

Stakeholder Management

Job description

Darwinbox is Asia's fastest-growing HR technology platform,designing the future of work by building the world's best HR tech, driven by afierce focus on employee experience and customer success, and continuous,iterative innovation. We are the preferred choice of 900+ global enterprises tomanage their 2.5 million+ employees across 116+ countries.

Darwinbox'snew-age HCM suite competes with local as well as global players in theenterprise technology space (such as SAP, Oracle, and Workday). The firm hasacquired notable customers ranging from large conglomerates to unicornstart-ups: Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta, Mahindra,Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNGCorporation, and many more.

Ourvision of building a world-class product company from Asia is backed by marqueeglobal investors like Microsoft, Salesforce, Sequoia Capital, and LightspeedVenture Partners.

About the Role:

We are seeking an Account Manager Customer Success to play a critical role in driving the strategic success and transformation of HR systems. You will serve as a bridge between business needs and technology, leveraging your expertise to drive impactful outcomes in workforce management. You will focus on improving customer engagement, product adoption, and ensuring long-term partnerships, while also identifying cross-sell and upsell opportunities to maximize customer value.

Key Responsibilities:

• Optimize Customer Success Processes: Leverage innovative tools and technologies to enhance the efficiency and effectiveness of customer success processes, driving improved outcomes for customers.
• Customer Advocacy & Engagement: Curate compelling case studies, testimonials, and references to highlight customer success stories and ensure continuous engagement.
• Boost Product Adoption: Develop and execute strategies to enhance product usage and adoption tailored to HR SaaS needs.
• Cross-sell and Upsell: Identify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, increasing customer lifetime value.
• Maximize Renewals: Drive strategies that maximize customer renewals and foster long-term partnerships by understanding customer needs and aligning solutions.
• Collaborate Across Teams: Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and a unified product roadmap.
• Client Relationship Management: Build and maintain trusted relationships with key stakeholders, using client feedback to influence product innovation and enhancements.

Qualifications:

• Experience: Minimum 3+ years of experience in customer success or a similar role within the HR or HCM space, with a proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities.
• Adaptability: Ability to thrive in a fast-paced, evolving environment while balancing strategic thinking and execution.
• Sales Acumen: Proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue.
• Data-Driven: Ability to analyze and interpret customer success metrics, making informed decisions that drive results.
• Stakeholder Management: Experience in building and maintaining relationships with key stakeholders, both internally and externally.