Customer Success Manager

Giift Inc.; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Giift Inc. seeks a Customer Success Manager who is analytical, technically strong, and outcome-focused to drive adoption and value for our high-value, B2B SaaS customers. You will own post-sale success end-to-end and translate complex data into business outcomes.

You will collaborate with Product and Sales to ensure ROI, manage senior stakeholder relationships, and lead cross-functional coordination with Implementation, Support, and Tech to resolve issues and renewals.

Qualifications

• 4–6 years of customer-facing experience in CS, adoption, or retention.
• Strong CS function knowledge: health, adoption, and renewal readiness.
• Ability to build and manage senior stakeholder relationships.
• Strong communication skills to explain technical insights in business terms.
• Deep product orientation to translate features into outcomes.
• Comfortable working with complex datasets.
• Experience in loyalty, fintech, HR tech, or B2B SaaS environments.
• Exposure to enterprise or high-complexity customer accounts.

Responsibilities

• Own post-sale customer relationships and design adoption plans to ensure precision in calculations and outputs.
• Translate customer goals into structured success plans and measurable usage outcomes.
• Develop understanding of customer use cases and align platform capabilities to business needs.
• Act as trusted advisor by connecting product usage, data insights, and outcomes.
• Collaborate cross-functionally with Product, Sales, Implementation, Support and Tech to resolve issues and drive renewals and expansion.

Skills

Customer Success

Stakeholder management

Data-driven decisions

Cross-functional collaboration

Communication skills

Product orientation

Complex data handling

Job description

We are looking for a Customer Success Manager who is analytical, technically strong, and outcome-focused to manage our high-value B2B SaaS customers. The role requires a data-driven professional who can work withcomplexdatasets andtranslate technical insights intoclear business outcomesfor customers.

As a trusted advisor, you will own post-sale customer success end-to-end — drivingadoption, retention, and long-term value realization. You will work closely withProduct and Salesto ensure customers achieve sustained ROI from the platform.

This is a customer-facing, individual contributor role with high ownership and visibility.

WhatYou’llDo

Drive Adoption & Account Success

• Own post-sale customer relationships and support product adoption by designing,validating, and troubleshooting complex incentive plans to ensure precision in calculations and outputs.
• Translate customer business goals into structured success plans and measurable usage outcomes
• Develop a deep understanding of customer use cases and align platform capabilities to business needs
• Act as a trusted advisor by connecting product usage, data insights, and customer outcomes

Improve Retention & Loyalty

• Proactivelyidentifyrisks to adoption and retention using data, usage trends, and stakeholder signals
• Drive consistent customer engagement to ensure ongoing value realization
• Influence long-term customer satisfaction, loyalty, and renewal readiness

Collaborate Cross-Functionally

• Partner closely with Product teams to share customer feedback and influence roadmap improvements
• Work with Sales on renewals and account expansion conversations by providing value and adoption context
• Coordinate with internal teams (Implementation,Support&Tech) to resolve customer issues efficiently

WhatWe’reLooking For

• 4–6 years of experience in a customer-facing role focused onCustomer Success, adoption, or retention
• Strong understanding ofCustomer Success as a function, including health, adoption, and renewal readiness
• Ability to build and managesenior stakeholder relationships
• Strong communicationskills with the ability to explain technical insights in business terms
• Deep product orientation with the ability to translate features into customer outcomes
• Comfortable working withcomplexdatasets

Nice to Have

• Experience in loyalty, fintech, HR tech, or B2B SaaS environments
• Exposure to enterprise or high-complexity customer accounts

What Makes You a Strong Fit

• You are comfortable owning complex customer relationships end-to-end
• You balance customer empathy with a strong focus on measurable outcome
• Demonstrated ability tooperateindependently and lead cross-functional collaboration to resolve customer needs
• You enjoy working cross-functionally with Product and Sales to solve real customer problems

Why This Role Matters

• Customer adoption and retention are critical to sustained growth. This role directlyimpacts:
• How customers experience the product
• How much value they derive over time
• How long they stay and grow with the platform

Why Join Us

• Clear ownership with visible customer impact
• Close collaboration with Product and Sales teams
• Opportunity to build deepexpertisein Customer Success at scale
• Senior individual contributor role with meaningful responsibility
• Ability to shape long-term customer relationships and outcomes