Customer Success Manager

Grazitti Interactive; Chandigarh, Panchkula, Bengaluru; On-site; INR 900,000 - 1,600,000; Full time

Job summary

SearchUnify is seeking a Customer Success Manager to manage a portfolio of enterprise accounts, drive product adoption, and align the platform with customer business goals. You will focus on improving self-service, agent efficiency, and knowledge discovery across large organizations.

The role emphasizes strategic thinking, cross-functional collaboration, and proactive engagement to maximize customer value and prevent churn.

Qualifications

• 3–5 years of experience in Customer Success or a similar client-facing role in B2B SaaS/enterprise software.
• Domain knowledge in Enterprise Search, AI/ML, CSM, Knowledge Management or self-service tech.
• Understanding of KPIs like NPS, retention, churn, Time to Value, adoption metrics, health score.
• Bachelor’s degree in Business, Marketing, CS or related field.

Responsibilities

• Own onboarding and adoption, act as trusted advisor, plan success with customers.
• Conduct regular check-ins and business reviews to demonstrate ROI and plan future usage.
• Own renewal process and manage escalations to ensure renewal success.
• Provide product expertise, monitor customer health, and advocate for the customer.

Skills

Customer Success

B2B SaaS

Account Management

KPI Tracking

Cross-functional Collaboration

Education

Bachelor's degree in Business/CS/Marketing

Job description

As a Customer Success Manager (CSM) at SearchUnify you will play a critical role in ensuring our enterprise clients realize maximum value from our Agentic AI Platform and Cognitive Search solutions. You will serve as the trusted advisor for a portfolio of accounts, driving product adoption, managing the customer lifecycle, and aligning the platform's capabilities with the customer's business goals, particularly around improving self-service, agent efficiency, and knowledge discovery.

Key Responsibilities

• Customer Relationship & Value Realization including Onboarding and Adoption, being a trusted advisor, success planning, and proactive engagement.
• Proactive Engagement by performing regular check-ins and Business Reviews demonstrating realized ROI, and collaboratively planning for future platform utilization.
• Driving customer Retention & Renewals by owning the renewal process, and managing escalations internally to ensure successful resolution.
• Product Expertise & Advocacy activities such as providing deep product expertise, monitoring customer health, and advocating for customers internally.

Required Qualifications

• Experience: 3-5 years of experience in Customer Success, or a similar client-facing role, preferably within a B2B SaaS or enterprise software company.
• Domain Knowledge: Solid understanding of one or more of the following: Enterprise Search, AI/Machine Learning, Customer Support/Service Management (CSM), Knowledge Management (KMS), or self-service technologies.
• KPI Understanding: Customer Success metrics and KPIs (e.g., NPS, Gross/Net Retention, Churn Rate, Time to Value, Adoption Metrics, Health Score).
• Education: Bachelors degree in Business, Marketing, Computer Science, or a related field.

Preferred Skills (Nice to Haves)

• Familiarity with knowledge-centered service (KCS) principles.
• Proven track record of managing and growing large, complex enterprise accounts.

The SearchUnify Advantage

In this role, you'll gain expertise in core AI technologies like Cognitive Search, NLU/NLP, Machine Learning (ML), and Generative AI (GenAI), applying them to create real-world business value. And you’ll tackle the challenge of information overload for large enterprises, helping them achieve massive improvements in case deflection and boost customer and employee satisfaction (CSAT). As a high-growth company operating in the booming AI sector, SearchUnify offers a dynamic environment with ample opportunities to quickly take on more responsibility and accelerate your career alongside our product's evolution.

This role requires a strategic mindset and a true passion for customer outcomes. If you are eager to take the next step in your Customer Success career, managing portfolios of high-value, complex accounts, we want to hear from you.