Customer Success Manager

Keka Inc.; Chennai District; On-site; INR 2,500,000 - 3,900,000; Full time

Job summary

Keka Inc. in Chennai, Tamil Nadu seeks an experienced Customer Success Manager (CSM) to own the overall success, retention, and growth of a portfolio of customers.

You will collaborate with Sales, Delivery, Project Management, Engineering, Finance, and Leadership to ensure alignment of expectations, delivery outcomes, and long-term account strategy. The role requires building strong customer relationships, driving renewals, identifying upsell opportunities, reducing risk, and delivering

Qualifications

• 5+ years of experience in customer success or account management.
• Ability to build deep understanding of a customer’s business and deliver measurable value.
• Strong communicator with stakeholders at all levels.
• Proven track record in risk management and renewals.

Responsibilities

• Own the overall relationship with assigned customers.
• Protect and grow existing account revenue.
• Increase customer retention and renewal rates.
• Identify upsell and cross-sell opportunities.
• Improve customer satisfaction and engagement.
• Ensure customers realize measurable value from our services.
• Proactively identify risks before they become escalations.
• Coordinate internal teams to resolve customer challenges.
• Develop long-term strategic account plans.

Skills

Escalation Management

Delivery Management

Communication

Job description

Job Description – Customer Success Manager

Role: Customer Success Manager

Experience: 5+ Years

Department: Customer Success / Account Management

Employment Type: Full-Time

Reporting To: Head of Customer Success / Business Leadership

Role Overview

We are looking for an experienced Customer Success Manager (CSM) who will own the overall success, retention, and growth of a portfolio of customers.

This is not purely a relationship-management role. The CSM will be expected to develop a deep understanding of the customer's business, ensure that our services and solutions continue to deliver measurable value, proactively manage risks, drive renewals, and identify opportunities to expand the relationship.

The CSM will work closely with customer stakeholders as well as internal Sales, Delivery, Project Management, Engineering, Finance, and Leadership teams to ensure that customer expectations, delivery outcomes, commercial objectives, and long-term account strategy remain aligned.

Key Objectives of the Role

The Customer Success Manager will be responsible for:

• Building strong and trusted relationships with customers.
• Protecting and growing existing account revenue.
• Increasing customer retention and renewal rates.
• Identifying upsell and cross-sell opportunities.
• Improving customer satisfaction and engagement.
• Ensuring customers realize measurable value from our services.
• Proactively identifying risks before they become escalations.
• Coordinating internal teams to resolve customer challenges.
• Developing long-term strategic account plans.

Key Responsibilities

Customer Relationship Management

Own the overall relationship with assigned customers.

Responsibilities include:

• Act as the primary business point of contact for customers.
• Build relationships with operational stakeholders, project owners, business leaders, and executive sponsors.
• Understand each customer's organization, business model, priorities, challenges, and strategic objectives.
• Maintain regular communication with key customer stakeholders.
• Build credibility and become a trusted advisor rather than simply a service provider.
• Understand stakeholder expectations and ensure they remain aligned with delivery.
• Maintain visibility into stakeholder changes, organizational changes, and changing customer priorities.
• Establish strong executive relationships for strategic accounts.

The CSM should have relationships across multiple levels of the customer's organization rather than depending on a single contact.

Customer Success Planning

Develop a structured success plan for every strategic customer.

The success plan should capture:

• Customer objectives
• Business outcomes expected
• Key stakeholders
• Success metrics
• Delivery milestones
• Customer priorities
• Risks and dependencies
• Expansion opportunities
• Renewal timelines
• Strategic opportunities for the next 6–12 months

Success plans should be reviewed regularly and updated as the customer's priorities evolve.

Customer Retention

Own customer retention for assigned accounts.

The CSM will:

• Continuously monitor customer health.
• Identify potential churn risks early.
• Understand customer dissatisfaction before it turns into an escalation.
• Track changes in engagement, communication, utilization, budget, and stakeholder sentiment.
• Build recovery plans for customers showing signs of risk.
• Coordinate internally to resolve customer concerns.
• Ensure customers consistently see value in continuing the relationship.
• Develop renewal strategies well before contract expiry.

Required Skills

Escalation Management Delivery Management Communication