Customer Success Manager

Goodfit; Bengaluru; In loco; INR 900.000 - 1.500.000; Tempo pieno

Descrizione del lavoro

Goodfit is seeking a Customer Success/Account Manager to own a portfolio of enterprise accounts from onboarding to renewal. You will drive live usage, coordinate with recruiting teams, and grow credit usage across the tenant base.

You will train recruiters and HR leaders, build simple health dashboards, and run quarterly business reviews to ensure value delivery. This is a role for proactive relationship builders in India.

Competenze

• 2–4 years in customer success or account management at a B2B SaaS company.
• Experience handling enterprise or mid-market accounts in India.
• Clear, confident English communication; lead calls with HR leaders.

Mansioni

• Own a portfolio of enterprise accounts from onboarding to renewal.
• Drive interview volume, engagement, and credit usage with customers.
• Train recruiters and hiring managers; create reusable playbooks.
• Monitor account health, conduct monthly check-ins and quarterly reviews.

Conoscenze

Customer Success

Account Management

SaaS

Enterprise

Strumenti

HubSpot

Descrizione del lavoro

Goodfit is an AI-powered talent platform. Hiring teams use our AI interviews and assessments to screen and evaluate candidates at scale. HR teams use Goodfit beyond hiring too: AI-led employee check-in conversations, exit interviews, and a new Learning module. Recruiters set up role-specific AI interviews and assessments; candidates take them anytime; hiring managers get structured evaluations instead of raw resumes.

Our customers are mostly large Indian enterprises running high-volume hiring. They buy Goodfit on a credit-based model, so their success depends on how quickly they get live, how many interviews they run, and how much value they see per credit.

The role

You will own a portfolio of enterprise accounts from signed contract to renewal: getting them live, driving interview volume, and growing credit usage. You are the customer's main point of contact and their voice inside Goodfit.

What you'll do

• Onboarding and adoption
• Run kickoff and onboarding for new accounts: set up roles, interview templates and assessments with the recruiting team
• Get each account to its first live interviews within the agreed timeline, then to steady weekly volume
• Train recruiters and hiring managers; build simple playbooks they can reuse

Account health and growth

• Track interview volume, completion rates and credit burn per account; spot drops early and act on them
• Run monthly check-ins and quarterly business reviews with HR and TA leaders
• Own account expansion: cross-sell employee check-ins, exit interviews and the Learning module to existing hiring customers, and grow usage into new business units, roles and geographies
• Own renewals and credit top-ups for your portfolio, including usage summaries and invoice follow-ups

Support and escalation

• Be first responder for account issues across Goodfit's own in-app chat, email and WhatsApp; resolve or route within SLA
• Log bugs and feature requests in Linear with clear reproduction steps and business impact
• Close the loop with customers when fixes ship

Voice of the customer

• Bring structured feedback to product: what blocks adoption, what customers ask for, what competitors offer
• Post a short daily update on account activity and open issues

How we'll measure you

• Time to first live interview for new accounts
• Interview volume and credit utilisation across your portfolio
• Gross and net revenue retention (renewals, top-ups, expansion), including modules adopted per account
• Support response and resolution time

What we're looking for

Must-haves

• 2 to 4 years in customer success, account management or implementation at a B2B SaaS company
• Experience managing enterprise or mid-market accounts in India, with HR, TA or business stakeholders
• Clear, confident communication in English, written and spoken; comfortable leading calls with senior HR leaders
• Comfort with data: reading usage dashboards, building a simple account health view in Sheets
• Ownership mindset: you follow up without being chased and keep commitments to customers
• Hands-on with a CRM (HubSpot preferred) and a customer support or live-chat tool

Nice-to-haves

• Background in HR tech, recruitment or talent acquisition
• Exposure to AI products, or curiosity about how LLM-based tools work
• Experience running QBRs, renewals, or upsell and cross-sell conversations
• Hindi or another Indian language for client conversations
• Early-stage startup experience
• Own real enterprise relationships from day one, not a ticket queue
• Work directly with the founding team and shape how customer success runs at Goodfit
• See how AI is changing hiring for some of India's largest employers
• Room to grow into a senior CSM or CS lead role as the team scales