Customer Success Manager

Atomicwork; Bengaluru; Hybrid; INR 1,200,000 - 2,200,000; Full time

Benefits offered by this job

Hybrid work

Health insurance

Paid time off

Great hardware

Annual outings

Job summary

Atomicwork, based in Bengaluru, seeks an experienced Customer Success Manager to drive adoption and outcomes for mid-market and Enterprise clients. You will lead post‑sales activities across onboarding, renewal, and expansion, collaborating with sales, solution, and implementation teams to ensure value realization.

You will build strong relationships with executives and champions, map customer processes to Atomicwork capabilities, and advocate for customers while driving adoption of the

Qualifications

• 5+ years’ experience in Management Consulting, Customer Success roles serving Enterprise clients.
• Project Management Experience.
• Collaboratively develop and build a detailed project plan to monitor and track progress.
• Coordinate internal resources for flawless execution of multiple projects.
• Experience with a project management software tool is a plus but not required.
• Ability to identify customer pain points and map processes.
• Ability to manage multiple projects within time, schedule, and quality constraints.
• Expertise in dealing with significant change at senior business and IT levels (VP/C‑level).
• Credible consultant/advisor/coach mindset.
• Passion for technology and fast-growing SaaS startup culture.

Responsibilities

• Be the primary post‑sales point of contact for assigned customers; collaborate with sales, solution and implementation teams through lifecycle.
• Map customer processes to Atomicwork capabilities & data model.
• Manage onboarding supported by the implementation consultant; partner across teams to ensure time to value.
• Monitor key customer success metrics to drive outcomes and renewals.
• Provide proactive guidance to critical users; educate on product updates and adoption.
• Develop ongoing relationships with executive sponsors and champions; advocate internally.
• Gather product feedback and relay to Product teams.
• Identify opportunities for customers to act as Atomicwork advocates (testimonials, case studies).
• Foster a company‑wide Customer Success culture.
• Travel to visit clients on‑site as needed to support onboarding and expansion strategies.

Skills

Management Consulting

Customer Success

Project Management

Stakeholder Communication

Relationship Building

Problem Solving

Cross‑functional Collaboration

Change Management

Travel Readiness

SaaS Aptitude

Job description

Atomicwork is building agentic service management for modern IT teams. Atom, our AI assistant, answers and resolves employee requests where people already work, and our service desk gives IT teams one place to run everything behind it. The hard design problems here are new ones: how an agent shows its work, when it should ask a human, and how an IT team trusts software that acts on its own.

We’re seeking an experienced customer success manager to join our team and help us build our modern service management platform. This is a position based out of our Bangalore offices. We offer competitive pay to employees and practical benefits for their whole family.

If this sounds interesting to you, read on.

What this is about (role)

The Customer Success team at Atomicwork is responsible for driving adoption and value realization for Atomicwork customers. As a Customer Success Manager, you’ll manage a few of our largest mid-market and Enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

We seek a bright, motivated individual with a passion for learning and the ambition to be a crucial part of our growth strategy. Above all, we are looking for a strong communicator who can collaborate effectively internally and externally to get things done.

The ideal candidate for this role will possess strong relationship‑building skills and a laser focus on positive customer outcomes.

What we’re looking for (qualifications)

We are not big on formal qualifications, and we value hands‑on skills. We also enjoy working with people who are looking to learn new things and have a sense of responsibility toward their work.

• 5+ years’ experience in Management Consulting, Customer Success roles serving Enterprise clients.
• Project Management Experience
• Collaboratively develop and build a detailed project plan to monitor and track progress.
• Coordinate internal resources for flawless execution of multiple projects
• Experience with a project management software tool is a plus but not required
• Ability to identify customer pain points and map processes
• Ability to manage multiple projects within time, schedule, and quality constraints
• Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C‑Level Executives)
• Capability as a credible and effective consultant/advisor/coach
• Passion for technology and for being a part of a fast‑growing SaaS startup where we move quickly and wear many hats
• Flexible approach, able to operate effectively with uncertainty and change
• Driven, self‑motivated, enthusiastic, and with a “can do” attitude

What you’ll do (responsibilities)

• Be the primary post‑sales point of contact for assigned customers. This role will collaborate closely with the sales account executive, the solution consultant, and the implementation consultant to form a team that supports customers through the entire customer lifecycle, including adoption, renewal, and expansion.
• Map customer processes to Atomicwork capabilities & data model
• Manage customer onboarding supported by the implementation consultant and partner with other internal team members as needed to ensure time to value goals are achieved
• Monitor key customer success metrics to ensure that Atomicwork is driving results and helping customers achieve their goals
• Provide proactive guidance to critical users, encourage adoption, and assist in education on product updates
• Develop an ongoing relationship with executive sponsors and champions at customers and become their advocate internally at Atomicwork
• Gather product feedback, conveying this to Product teams
• Identify opportunities for customers to act as Atomicwork industry advocates (e.g., testimonials, case studies)
• Help foster a company‑wide culture of Customer Success
• Travel to visit clients on‑site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts

Why we are different (culture)

As a part of Atomicwork, you can shape our company and business from idea to production. Our cultural values also set the bar high, helping us create a better workplace for everyone.

• Agency: Be self‑directed. Take initiative and solve problems creatively.
• Taste: Hold a high bar. Sweat the details. Build with care and discernment.
• Ownership: We demonstrate unwavering commitment to our mission and goals, taking full responsibility for triumphs and setbacks.
• Mastery: We relentlessly pursue continuous self‑improvement as individuals and teams, dedicating ourselves to constant learning and growth.
• Impatience: We recognize that our world moves swiftly and is driven by an unyielding desire to progress with every endeavor.
• Customer Obsession: We place our customers at the heart of everything we do, relentlessly seeking to understand their needs and exceed their expectations.

What we offer (compensation and benefits)

We are big on benefits that make sense to you and your family.

• Fantastic team — the #1 reason why people join us.
• Convenient offices — well‑located offices across five cities.
• Hybrid work — four days working from the office, with Wednesdays working from home.
• Commute facilities — cab available for the 8:30 AM–4:30 PM and 11 AM–7 PM shifts.
• Paid time off — 31 days leave every year.
• Health insurance — comprehensive health coverage for your entire family.
• Great hardware — premium Apple hardware to help you do your best work.
• Flexible allowances — hassle‑free reimbursements across eligible expenses.
• Team events — team meet‑ups and celebrations for milestones.
• Annual outings — a chance for everyone to have fun together.