Customer Success Manager

InCruiter India Private Limited; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

InCruiter India Private Limited is seeking a dynamic Customer Success Manager to nurture client relationships in an Interview-as-a-Service environment. You will own client handling, escalation management, retention, and revenue growth through cross-selling and upselling.

You will collaborate with founders, product, sales, and customer success teams to drive adoption, monitor success metrics, and deliver exceptional service across multiple enterprise clients in a fast-paced startup setting.

Qualifications

• 8+ years of experience in Customer Success or Account Management.
• Proven track record in client retention, churn reduction, and account growth.
• Strong communication and stakeholder management skills.
• Experience in SaaS / HR tech or Interview-as-a-Service is preferred.

Responsibilities

• Act as the primary point of contact for assigned clients.
• Build and maintain strong, long-term client relationships.
• Understand client requirements and ensure seamless service delivery.
• Handle client escalations with quick resolution and minimal disruption.
• Monitor client churn and drive retention strategies.
• Identify opportunities for cross-selling and upselling to grow accounts.
• Collaborate with internal teams to ensure smooth execution of client requirements.

Skills

Client handling

Escalation management

Retention

Upselling

Cross-selling

Communication

Stakeholder management

Startup experience

Job description

ROLE OVERVIEW

Position Name: Customer Success Manager

Experience: Min. 6+ Yrs

CTC: As per company standards.

We are looking for a dynamic and proactive Customer Success Manager to manage client relationships in an Interview-as-a-Service environment. The ideal candidate will be responsible for client handling, escalation management, retention, and revenue growth through cross-selling and upselling. The candidate should be adaptable, smart, and comfortable working in a fast-paced startup ecosystem.

You will work closely with Founders, Product, Sales, and Customer Success to drive awareness, adoption, and revenue.

EXCITED ABOUT YOUR TASKS

1. Client Relationship Management

• Act as the primary point of contact for assigned clients
• Build and maintain strong, long-term client relationships
• Understand client requirements and ensure seamless service delivery

2. Escalation Management

• Handle client escalations effectively with quick resolution
• Ensure minimal service disruption and maintain client satisfaction
• Coordinate with internal teams to resolve issues proactively

3. Client Retention & Churn Management

• Monitor and manage client churn rate
• Develop and execute strategies to improve client retention
• Identify early warning signs and take preventive actions

4. Revenue Growth (Upselling & Cross-Selling)

• Identify opportunities for cross-selling and upselling services
• Work closely with sales and internal teams to drive account growth
• Contribute to overall revenue expansion from existing clients

5. Operational Coordination

• Collaborate with internal teams to ensure smooth execution of client requirements
• Track and improve service quality, turnaround time, and delivery metrics

6. Performance Tracking & Reporting

• Monitor client performance metrics and satisfaction levels
• Share regular updates, reports, and insights with stakeholders
• Use data to drive improvements and decision-making

WHAT WILL YOU NEED TO SUCCEED

• Minimum 8 years of experience in Customer Success / Account Management
• Strong experience in client handling and escalation management
• Proven track record in client retention, churn reduction, and account growth
• Experience in cross-selling and upselling
• Excellent communication and stakeholder management skills
• Proactive, solution-oriented mindset
• Prior experience in a startup environment is highly preferred
• Ability to manage multiple clients in a fast-paced environment
• Experience in SaaS / Interview-as-a-Service / HR Tech / Service-based companies Strong problem-solving and analytical skills

WHY JOIN INCRUITER

The role provides direct impact on client success and business outcomes, along with

exposure to diverse clients and industries.

Work directly with the founders and leadership on product vision and execution.

Culture that rewards speed, ownership, and innovation.

Competitive salary and fast-track growth in a scaling startup.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.