Customer Success Manager

Keka Inc.; Anand; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Keka Inc. is seeking a proactive Customer Success Manager to guide clients through their lifecycle, drive product engagement, and secure renewals. You will be the voice of the customer, bridging clients and internal teams to deliver value.

In this role, you will lead onboarding, nurture relationships through regular check-ins and QBRs, monitor health metrics, and coordinate with support and product teams to resolve issues while advocating for customers in strategic initiatives.

Qualifications

• 5+ years of experience in customer success or client-facing roles.
• Bachelor’s degree in business, communications, or a related field.
• Strong verbal and written communication with active listening.
• Proficiency with CRM systems (Salesforce, HubSpot) and customer success platforms.

Responsibilities

• Lead onboarding and adoption to achieve fast time-to-value.
• Manage relationships via regular check-ins and QBRs.
• Monitor account health to reduce churn and pursue upsell opportunities.
• Coordinate with technical support and product teams to resolve issues.
• Represent customer feedback to shape product and company strategy.

Skills

Customer Success

Account Management

Relationship Building

Communication

CRM Proficiency

Data Analysis

Problem Solving

Education

Bachelor’s degree in business or related field

Tools

Salesforce

HubSpot

Job description

We are looking for a proactive and results-driven Customer Success Manager to guide our clients through their lifecycle journey, foster deep product engagement, and secure account renewals. You will act as a trusted advisor and the voice of the customer, bridging the gap between our clients and internal teams.

Key Responsibilities

• Onboarding & Adoption: Guide new clients through a seamless onboarding process and drive fast time-to-value.
• Relationship Management: Build strong, long-lasting partnerships by conducting regular check-ins and Quarterly Business Reviews (QBRs).
• Retention & Growth: Monitor account health metrics to reduce churn, identify upsell/cross-sell opportunities, and manage renewals.
• Issue Resolution: Proactively identify and solve moderately complex customer problems by coordinating with technical support and product teams.
• Customer Advocacy: Represent customer feedback internally to help shape product enhancements and company strategy

Required Skills & Qualifications

• Experience: 5+ years of experience in customer success, account management, or a client-facing role.
• Education: Bachelor’s degree in business, communications, or a related field.
• Communication: Exceptional verbal, written, and active listening skills.
• Technical Aptitude: Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms.
• Problem-Solving: Strong analytical capabilities to interpret customer usage data and offer strategic solutions.