Customer Success Manager

ClickPost; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Hybrid work

Generous leave

Learning & development

Employee assistance program

Job summary

ClickPost is seeking a Customer Success Manager to own a portfolio of ecommerce and retail client accounts from Bengaluru. You will drive product adoption, monitor health metrics and oversee renewals with finance collaboration.

The role emphasizes empathy, strategic conversations, and cross-functional collaboration across Product, Support, Onboarding, Sales and Finance. You will work in a hybrid setup, leveraging AI tools to enhance account planning and reporting, while delivering measurable

Qualifications

• 2+ years of experience in B2B SaaS, Customer Success, Account Management or Key Account Management.
• Comfortable using AI tools to improve productivity, customer analysis, reporting, communication, and account planning.
• Strong customer empathy with a clear focus on retention, revenue and growth.
• Good Excel and PowerPoint skills; experience with business reviews preferred.

Responsibilities

• Own and manage a portfolio of customer accounts.
• Build strong relationships with key stakeholders across customer teams.
• Drive product adoption and ensure customers are using subscribed modules effectively.
• Track account health, identify risks early, and work towards reducing churn.
• Own renewals and support billing and collections with the finance team.
• Identify cross-sell and upsell opportunities within existing accounts.
• Conduct regular business reviews and share actionable insights with customers.
• Handle escalations and maintain customer satisfaction with maturity.
• Collaborate with Product, Support, Onboarding, Sales and Finance teams to resolve requirements.
• Capture customer feedback to influence product improvements.
• Drive customer advocacy, references, and long-term account growth.

Skills

Account management

Stakeholder management

Communication

Negotiation

Problem solving

Analytical thinking

Excel

Presentation

Education

Bachelor’s degree in related field

Tools

AI tools

Job description

• We are looking for a Customer Success Manager who can own customer relationships, drive product adoption, improve retention, and identify expansion opportunities across existing accounts.
• The role requires someone who can manage strategic customer conversations, work closely with internal teams, handle escalations, drive renegotiation discussions, close upsell opportunities, and ensure customers are getting measurable value from ClickPost.
• Since ClickPost is moving towards an AI-first way of working, the person should be comfortable using AI tools to improve customer insights, account planning, reporting, follow-ups, and overall productivity.

Key Responsibilities

• Own and manage a portfolio of customer accounts.
• Build strong relationships with key stakeholders across customer teams.
• Drive product adoption and ensure customers are using subscribed modules effectively.
• Track account health, identify risks early, and work towards reducing churn.
• Own renewals, and support billing and collections follow-ups along with the finance team.
• Identify cross-sell and upsell opportunities within existing accounts.
• Conduct regular business reviews and share actionable insights with customers.
• Handle escalations, difficult conversations, and customer dissatisfaction with maturity.
• Work closely with Product, Support, Onboarding, Sales and Finance teams to resolve customer requirements.
• Capture customer feedback and help influence product improvements.
• Drive customer advocacy, references and long-term account growth.

Requirements

• 2+ years of experience in B2B SaaS, Customer Success, Account Management or Key Account Management.
• Comfortable using AI tools to improve productivity, customer analysis, reporting, communication, and account planning.
• Strong customer empathy with a clear focus on retention, revenue and growth.
• Good communication, presentation and stakeholder management skills.
• Ability to influence, negotiate and align internal and external stakeholders.
• Strong problem-solving ability and comfort with handling escalations
• Analytical and process-oriented mindset.
• Good Excel skills are required.
• Good PPT and business review preparation skills are preferred.
• Understanding of recurring revenue, renewals, product adoption and customer health metrics.
• Relevant Bachelor’s degree; preferably in technology or related fields.

What You Can Expect

• High ownership and autonomy in managing customer relationships.
• Opportunity to work closely with some of the largest e-commerce and retail brands.
• Fast-paced learning environment with exposure to SaaS, logistics and customer success.
• A transparent culture where people are encouraged to take initiative and drive impact.
• Competitive compensation with performance-linked bonus.

We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

• Competitive salary package with performance-based bonuses.
• Comprehensive health insurance coverage for you and your dependents.
• Flexible working hours with Hybrid work arrangement.
• Generous leave policy and time off.
• Continuous learning and professional development opportunities.
• Employee assistance program for mental health and well-being support.
• Supportive and inclusive work culture promoting diversity and collaboration.