Customer Success Manager

Cimba.ai; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Cimba.ai is seeking a Customer Success Manager in Bengaluru to own the customer journey from onboarding to retention. You will collaborate with customers to understand their business requirements and translate them into AI-driven use cases that maximise value and adoption.

You will manage a portfolio of enterprise customers, drive product adoption, and coordinate with product and engineering teams to resolve issues and identify opportunities for expansion in a fast-paced startup environment.

Qualifications

• 5+ years of experience in Customer Success, Account Management, Client Servicing, or a similar customer-facing role.
• Experience with B2B SaaS, AI/ML products, or technology-driven businesses.
• Strong understanding of onboarding, product adoption, retention, and account management.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to understand customer business requirements and translate them into actionable solutions.
• Strong problem-solving and analytical abilities.
• Experience managing multiple customer accounts and prioritising customer requirements.
• Comfortable working in a fast-paced startup environment with evolving priorities.

Responsibilities

• Own the end-to-end customer journey from onboarding through adoption, engagement and retention.
• Build and maintain relationships with key stakeholders and decision-makers.
• Drive product usage and value realization of AI-powered solutions.
• Manage a portfolio of accounts and identify opportunities to improve engagement and satisfaction.
• Monitor customer health, identify churn risks, and develop retention and expansion strategies.
• Collect customer feedback and collaborate with product and engineering teams to drive improvements.
• Conduct regular business reviews to track progress and align on future goals.
• Coordinate with internal teams to resolve customer concerns and ensure timely communication.

Skills

Customer Success

Account Management

B2B SaaS

AI/ML products

Stakeholder management

Onboarding & adoption

Job description

As a Customer Success Manager, you will own the customer journey from onboarding and implementation to adoption, engagement, and retention. You will work closely with customers to understand their business requirements, identify opportunities to leverage AI-driven solutions, and ensure a seamless customer experience.Responsibilities:

Responsibilities

• Customer Onboarding: Lead customer onboarding, product demonstrations, training, and implementation to ensure a smooth transition.
• Customer Relationship Management: Build and maintain strong relationships with key stakeholders and decision-makers across customer organisations.
• Product Adoption: Drive product usage and adoption by helping customers understand and maximise the value of Cimba.ai 's AI-powered solutions.
• Account Management: Own a portfolio of customer accounts and proactively identify opportunities to improve engagement and customer satisfaction.
• Retention and Growth: Monitor customer health, identify potential churn risks, and develop strategies to improve retention and expansion opportunities.
• Customer Feedback: Gather customer feedback, identify recurring challenges, and collaborate with product and engineering teams to drive improvements.
• Business Reviews: Conduct regular customer check-ins and quarterly business reviews (QBRs) to track progress, demonstrate value, and align on future goals.
• Problem Resolution: Coordinate with internal teams to resolve customer concerns and ensure timely communication and resolution.
• AI Consultation: Understand customer workflows and recommend relevant AI-driven use cases to improve productivity and operational efficiency.

Requirements

• 5+ years of experience in Customer Success, Account Management, Client Servicing, or a similar customer-facing role.
• Experience working with B2B SaaS, AI/ML products, or technology-driven businesses.
• Strong understanding of customer onboarding, product adoption, retention, and account management.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to understand customer business requirements and translate them into actionable solutions.
• Strong problem-solving and analytical abilities.
• Experience managing multiple customer accounts and prioritising customer requirements.
• Comfortable working in a fast-paced startup environment with evolving priorities.

Good to Have

• Experience working in an AI-first or automation-focused startup.
• Familiarity with AI tools, LLMs, workflow automation, and emerging AI technologies.
• Experience managing enterprise customers and senior stakeholders.
• Familiarity with CRM and customer success tools.
• Experience identifying upselling and cross-selling opportunities.