Customer Success Manager

Job Listings by Babblebots; Aurangabad; On-site; INR 6,75,000 - 9,00,000; Full time

Job summary

A technology company in Aurangabad is seeking a Customer Success Manager to lead customer support operations. The candidate should have 4-8 years of experience in B2B software or SaaS environments, along with a strong leadership capability. Responsibilities include managing a team of support executives, addressing customer queries, and ensuring high customer satisfaction. This is a mid-senior level full-time role with competitive compensation and growth opportunities in a fast-paced healthcare software environment.

Benefits

High-ownership leadership role

Opportunity to build customer support function

Competitive compensation based on experience

Qualifications

• 4–8 years of experience in B2B software/SaaS customer support.
• At least 1–2 years in a team-lead or managerial role.
• Experience in healthcare IT is a strong plus.

Responsibilities

• Lead and manage a team of Customer Support Executives.
• Handle customer support queries via calls, emails, and ticketing systems.
• Monitor and manage open support tickets, ensuring resolution within SLAs.
• Drive reduction in open and recurring tickets through structured follow-ups.
• Act as the escalation point for critical customer issues.

Skills

B2B software customer support

Team leadership

Problem-solving skills

Excellent communication

Tools

Ticketing systems

CRM tools

Job description

Job hiring for Strides Software Solutions

Job Title: Customer Success Manager

Experience: 4-8 years of experience

Role Overview

Strides Software Solutions Pvt. Ltd. is looking for a hands‑on Customer Support Manager who will own customer support operations and lead a small team of 3–5 Customer Support Executives. The role involves directly handling customer queries, managing and closing support tickets within defined timelines, and proactively engaging with key accounts to ensure smooth operations and high customer satisfaction. This role is critical in a mission‑critical healthcare software environment and requires strong customer empathy, excellent communication, and a high sense of ownership.

Key Responsibilities

• Lead and manage a team of 3–5 Customer Support Executives, ensuring productivity, quality, and accountability.
• Handle customer support queries directly via calls, emails, and ticketing systems.
• Monitor and manage all open support tickets, ensuring resolution within defined SLAs.
• Drive reduction in open and recurring tickets through structured follow‑ups and root‑cause analysis.
• Act as the escalation point for critical or unresolved customer issues.
• Proactively manage key customer accounts by scheduling routine review calls.
• Review open tickets, concerns, and operational challenges with key accounts.
• Monitor all customer support communication and set best practices for professional, empathetic, and clear communication.
• Define and track support SLAs, workflows, and escalation processes.
• Coach, guide, and upskill the support team on product knowledge, communication, and customer handling.
• Coordinate with internal teams (product, engineering, deployment) to ensure timely issue resolution.
• Track and report support metrics such as open tickets, resolution time, recurring issues, and team performance.

Required Experience & Skills

• 4–8 years of experience in B2B software / SaaS customer support, with at least 1–2 years in a team‑lead or managerial role.
• Experience in healthcare IT or mission‑critical software is a strong plus.
• Strong customer empathy and problem‑solving skills.
• Excellent verbal and written communication skills.
• Ability to manage customers and a support team simultaneously.
• Strong ownership mindset with focus on closure and accountability.
• Experience with ticketing systems, CRM tools, and support dashboards.
• Good understanding of software workflows and issue diagnosis.

Key Hiring Notes

• This is not a call‑center role.
• Candidate must have hands‑on B2B software support experience.
• Team leadership and proactive key‑account support experience is essential.

What We Offer

• High‑ownership leadership role with direct customer impact
• Opportunity to build and scale a customer support function
• Competitive compensation based on experience

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Industries

• Staffing and Recruiting

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