Customer Success Manager

e-Hireo; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading AI solutions provider in Bengaluru is seeking a Customer Success Manager to lead customer onboarding, build relationships, and drive product adoption. Ideal candidates should have 5–7 years of customer success experience in B2B SaaS, along with strong communication skills and a solid understanding of SaaS metrics. You will work with key stakeholders to ensure customer satisfaction and retention while monitoring health analytics. This role offers opportunities to influence product development and make a significant impact on customer success.

Qualifications

• 5–7 years of experience in Customer Success, Account Management, or Solution Consulting (B2B SaaS experience preferred).
• Strong understanding of SaaS metrics: churn, NRR, GRR, adoption, expansion, NPS.
• Excellent communication, presentation, and stakeholder-management skills.
• Ability to understand technical concepts and translate them for customers.
• Proven track record of managing enterprise or mid-market customers.

Responsibilities

• Lead end-to-end onboarding for new customers.
• Build trusted relationships with key stakeholders.
• Monitor product usage and drive feature adoption.
• Capture customer feedback and influence product priorities.
• Track customer health metrics and prepare performance reports.

Skills

Customer Success

Account Management

Solution Consulting

B2B SaaS experience

SaaS metrics understanding

Communication skills

Stakeholder management

Technical translation

CRM tools familiarity

Tools

HubSpot

Salesforce

Gainsight

Freshsuccess

Job description

It is an AI-powered mobile platform that helps companies build and maintain high-performing sales teams by delivering continuous, personalized learning and training.

Key Responsibilities

• 1. Customer Onboarding & Training

  • Lead end-to-end onboarding for new customers.
  • Conduct product demos, training sessions, and workflow setup tailored to customer needs.
  • Ensure customers achieve their first value within defined timelines.

• 2. Account Management & Relationship Building

  • Build trusted relationships with key stakeholders (CXOs, decision-makers, end users).
  • Act as the main point of contact for customer queries and strategic discussions.
  • Conduct regular check-ins, QBRs (Quarterly Business Reviews), and business alignment meetings.

• 3. Product Adoption & Engagement

  • Monitor product usage and proactively identify risks or areas of improvement.
  • Drive adoption of new features and ensure customers leverage the platform fully.
  • Create and share best practices, playbooks, and tailored solutions.
  • Own customer retention goals and renewal discussions.
  • Identify upsell/cross-sell opportunities in collaboration with Sales.
  • Reduce churn by addressing issues early and driving customer health strategies.

• 5. Customer Advocacy & Feedback

  • Capture customer feedback and work closely with Product, Engineering, and Support teams to resolve issues.
  • Contribute to building case studies, testimonials, and customer advocacy programs.
  • Represent customer voice internally to influence roadmap priorities.

• 6. Reporting & Metrics

  • Track customer health score, usage analytics, NPS, CSAT, and churn risks.
  • Prepare insights and reports on customer performance and engagement.

Required Skills & Qualifications

• 5–7 years of experience in Customer Success, Account Management, or Solution Consulting (B2B SaaS experience preferred).
• Strong understanding of SaaS metrics: churn, NRR, GRR, adoption, expansion, NPS.
• Excellent communication, presentation, and stakeholder-management skills.
• Ability to understand technical concepts and translate them for customers.
• Proven track record of managing enterprise or mid-market customers.
• Comfortable working with CRM/CS tools (HubSpot, Salesforce, Gainsight, Freshsuccess, or similar).

Nice-to-Have

• Exposure to API-based or integration-heavy SaaS platforms.
• Prior experience in Product-Led Growth (PLG) environments.
• Certifications such as CCSM, CSM, or similar.