Customer Success Manager

Keka Technologies Private Limited; Gujarat; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Keka Technologies Private Limited in Gujarat, India seeks a proactive Customer Success Manager to guide clients through their lifecycle, drive product engagement, and secure renewals. You will act as a trusted advisor and voice of the customer, ensuring smooth onboarding and ongoing value realization.

In this role you will coordinate with sales, support, and product teams to reduce churn, identify upsell opportunities, and represent customer feedback to influence product improvements and company

Qualifications

• 5+ years in customer success, account management, or client-facing roles.
• Bachelor’s degree in business, communications, or related field.
• Exceptional verbal, written communication with active listening.
• Proficiency with CRM systems and customer success platforms.

Responsibilities

• Onboard new clients and drive adoption to achieve quick value.
• Maintain strong relationships through regular check-ins and QBRs.
• Monitor health metrics to reduce churn and pursue upsell opportunities.
• Coordinate with support and product teams to resolve issues.
• Represent customer feedback to influence product improvements.

Skills

5+ years experience

Excellent communication

CRM proficiency

Problem-solving

Customer-centric mindset

Education

Bachelor’s degree in Business / Communications

Tools

Salesforce

HubSpot

Job description

We are looking for a proactive and results-driven Customer Success Manager to guide our clients through their lifecycle journey, foster deep product engagement, and secure account renewals. You will act as a trusted advisor and the voice of the customer, bridging the gap between our clients and internal teams.

Key Responsibilities

• Onboarding & Adoption: Guide new clients through a seamless onboarding process and drive fast time-to-value.
• Relationship Management: Build strong, long-lasting partnerships by conducting regular check-ins and Quarterly Business Reviews (QBRs).
• Retention & Growth: Monitor account health metrics to reduce churn, identify upsell/cross-sell opportunities, and manage renewals.
• Issue Resolution: Proactively identify and solve moderately complex customer problems by coordinating with technical support and product teams.
• Customer Advocacy: Represent customer feedback internally to help shape product enhancements and company strategy

Required Skills & Qualifications

• Experience: 5+ years of experience in customer success, account management, or a client-facing role.
• Education: Bachelor’s degree in business, communications, or a related field.
• Communication: Exceptional verbal, written, and active listening skills.
• Technical Aptitude: Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms.
• Problem-Solving: Strong analytical capabilities to interpret customer usage data and offer strategic solutions.

Required Skills