Customer Success Manager

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

Job summary

DATOMS in Bengaluru, India, is seeking a Customer Success Manager to own post-onboarding customer outcomes and ensure sustained value realization from its solutions. The successful candidate will manage customer relationships, drive adoption, and identify churn risks. Key qualifications include strong customer empathy and structured communication skills. This role is vital for ensuring high renewal rates and expansion opportunities, valued in a high-growth environment.

Qualifications

• Strong customer empathy combined with commercial discipline.
• Ability to translate product capabilities into business outcomes.
• Structured communication and stakeholder management skills.
• Comfort working cross-functionally in fast-moving environments.
• Data-driven approach to customer health and decision-making.

Responsibilities

• Own post-onboarding customer outcomes and ensure value realization.
• Drive product adoption and monitor usage patterns.
• Act as primary contact for customers on value and outcomes.
• Identify churn risks and drive mitigation plans.
• Maintain customer health dashboards and success documentation.

Skills

Customer empathy

Stakeholder management

Data-driven decision-making

Structured communication

Job description

Role Mandate

DATOMS operates in a high-touch, deployment-led environment where customer value is realized only when solutions are adopted, used correctly, and expanded over time. Closing a deal is the starting line, not the finish.

The Customer Success Manager (CSM) exists to own post‑onboarding customer outcomes. This role ensures customers derive sustained value from DATOMS’ solutions, adoption is deep and measurable, renewals are predictable, and expansion opportunities are surfaced early.

This is not a support or account management role. It is a value realization, retention, and growth role with direct impact on revenue quality and customer lifetime value.

Scope of Responsibility 1. Post‑Onboarding Ownership & Customer Outcomes

• Take structured handoff from Sales and Operations once customers are onboarded and live.

• Develop a clear understanding of customer objectives, success metrics, deployment scope, and usage expectations.

• Define and track customer success plans aligned to agreed outcomes and commercial commitments.

• Ensure customers move from initial go‑live to stable, value‑generating usage.

2. Adoption, Usage & Value Realization

• Drive product adoption across customer teams and sites.

• Monitor usage patterns, performance metrics, and outcome indicators.

• Identify gaps between expected and actual value realization and proactively intervene.

• Work with internal teams to resolve adoption blockers related to process, product, or operations.

3. Relationship Management & Executive Engagement

• Act as the primary point of contact for customers on value, outcomes, and long‑term success.

• Build strong relationships with operational and business stakeholders on the customer side.

• Conduct regular reviews (QBRs/MBRs) focused on outcomes, ROI, and roadmap alignment.

• Maintain executive‑level alignment to prevent surprises during renewals or expansions.

4. Retention, Renewal & Expansion Support

• Own customer health and renewal readiness.

• Identify early churn risks and drive mitigation plans.

• Partner closely with Sales to support renewals, upsells, and cross‑sells with clear success narratives.

• Surface expansion opportunities based on demonstrated value and customer maturity.

5. Internal Coordination & Feedback Loop

• Work closely with Customer Support to ensure issues are tracked, prioritized, and resolved without impacting customer trust.

• Coordinate with Operations and Project teams when customer needs intersect with deployments or changes.

• Provide structured feedback to Product and Engineering based on customer insights.

• Advocate internally for customer needs while balancing commercial and operational realities.

6. Reporting & Discipline

• Maintain accurate customer health dashboards and success documentation.

• Track KPIs such as adoption, engagement, renewal likelihood, and expansion signals.

• Provide clear, data‑backed updates to Sales and leadership.

What Success Looks Like

• Customers consistently achieve defined success outcomes.

• High renewal rates with minimal last‑minute escalations.

• Expansion conversations are value‑led, not price‑ or issue‑driven.

• Clear visibility into customer health and risk across the portfolio.

• Strong trust between customers, Sales, and internal delivery teams.

Must‑Have Skills

• Strong customer empathy combined with commercial discipline.

• Ability to translate product capabilities into business outcomes.

• Structured communication and stakeholder management skills.

• Comfort working cross‑functionally in fast‑moving environments.

• Data‑driven approach to customer health and decision‑making.

Nice‑to‑Haves

• Experience supporting renewals and expansions alongside Sales teams.

• Familiarity with customer success tooling and health scoring frameworks.

• Exposure to multi‑site or enterprise customers.

Cultural Fit

• Ownership mindset with accountability for outcomes.

• Comfortable being proactive, direct, and decisive with customers.

• Bias for long‑term relationships over short‑term wins.

• Thrives in high‑growth, execution‑oriented environments.