Customer Success Manager

Persistent Systems; Hyderabad; Hybrid; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Talent development opportunities

Company-sponsored higher education

Mediclaim hospitalization

Job summary

Persistent Systems is seeking a Digital Customer Success Manager to drive adoption, engagement, and long-term value realization for our SaaS products. You will design onboarding, adoption journeys, and executive-ready value stories for key clients.

The role requires 8–12 years in Customer Success or related client-facing roles, with hands-on experience in Gainsight CS and marketing automation. You will collaborate across Product, Marketing, and Support to ensure measurable outcomes.

Qualifications

• Bachelor or Master degree in Business, Technology, or related discipline.
• 8–12 years of experience in Customer Success, Product Marketing, Customer Engagement, or similar client-facing roles in SaaS or product-based organizations.
• Strong understanding of enterprise software, digital products, and customer adoption strategies.
• Experience translating AI-driven product capabilities into business value and customer outcomes.
• Hands-on experience with Gainsight CS and/or marketing automation platforms (Marketo, Eloqua, Pardot).
• Analytical, strategic thinking, and problem-solving capabilities with data-driven insights.
• Excellent communication, stakeholder management, storytelling, and presentation skills.
• Strong design/branding awareness with proficiency in PowerPoint and customer-facing content creation.
• Experience with customer usage analytics, adoption metrics, and engagement reporting.
• Ability to collaborate across Product, Marketing, Support, and Customer Success teams.
• Experience with customer journey mapping, onboarding, retention strategies, and product adoption frameworks.
• Knowledge of Photoshop, Adobe Creative Cloud, Canva, and visual content development.
• Experience in video editing and multimedia creation is a plus.
• Passion for customer success, technology adoption, AI-enabled solutions, and driving measurable business outcomes.

Responsibilities

• Design and manage onboarding, adoption, and customer success journeys tailored to client needs.
• Partner with customers to understand business goals and demonstrate how products drive measurable value.
• Translate complex product capabilities, including AI features, into actionable customer use cases.
• Execute engagement programs and adoption campaigns using Gainsight CS, Marketo, Eloqua, Pardot or similar tools.
• Analyze usage data and metrics to identify opportunities and close adoption gaps.
• Create engaging and brand-aligned customer communications and success materials.
• Collaborate with Product, Marketing, and Support to advocate for customer needs.
• Drive initiatives that improve product utilization, retention, and customer satisfaction.
• Deliver executive-level presentations and product value stories to stakeholders.
• Support continuous improvement of customer success frameworks and engagement strategies.

Skills

Customer Success

Stakeholder mgmt

Data analysis

Presentation skills

PowerPoint

Education

Bachelor/Master in Business/Tech

Tools

Gainsight CS

Marketo

Eloqua

Pardot

Photoshop

Canva

Job description

We are seeking a Digital Customer Success Manager (CSM) to drive customer adoption, engagement, and long-term value realization for our products. This role involves designing and executing customer success journeys, enabling customers to maximize product investments, and serving as a trusted advisor who bridges technology, analytics, AI capabilities, and customer engagement. The ideal candidate will combine strategic thinking, creativity, and data-driven decision-making to deliver impactful customer outcomes.

• Role: Customer Success Manager
• Experience: 8 to 12 years
• Job Type: Full-Time Employment

What You'll Do:

• Design and manage onboarding, adoption, and customer success journeys tailored to client needs and product use cases.
• Partner with customers to understand business goals and demonstrate how products drive measurable value and outcomes.
• Simplify and communicate complex product capabilities, including AI-driven features, into actionable customer use cases.
• Execute targeted engagement programs and adoption campaigns using Gainsight CS, Marketo, Eloqua, Pardot, or similar platforms.
• Analyze customer usage data, feedback, and adoption metrics to identify opportunities, close adoption gaps, and improve success strategies.
• Create visually engaging and brand-aligned customer communications, presentations, and success materials.
• Collaborate with Product Management, Marketing, and Support teams to advocate for customer needs, influence product improvements, and ensure effective feedback loops.
• Drive customer engagement initiatives that improve product utilization, retention, and overall satisfaction.
• Deliver executive-level presentations, product value stories, and success narratives to stakeholders.
• Support continuous improvement initiatives related to customer success, adoption frameworks, and engagement strategies.

Expertise You'll Bring:

• Bachelors or Masters degree in Business, Technology, or a related discipline.
• 8-12 years of experience in Customer Success, Product Marketing, Customer Engagement, or similar client-facing roles within SaaS or product-based organizations.
• Strong understanding of enterprise software, digital products, and customer adoption strategies.
• Experience translating AI-driven product capabilities into business value and customer outcomes.
• Hands-on experience with Gainsight CS and/or marketing automation platforms such as Marketo, Eloqua, or Pardot.
• Strong analytical, strategic thinking, and problem-solving capabilities with the ability to interpret data and generate actionable insights.
• Excellent communication, stakeholder management, storytelling, and presentation skills.
• Strong design and branding awareness with proficiency in PowerPoint and customer-facing content creation.
• Experience working with customer usage analytics, adoption metrics, and engagement reporting.
• Ability to collaborate effectively across Product, Marketing, Support, and Customer Success teams.
• Experience with customer journey mapping, onboarding programs, retention strategies, and product adoption frameworks.
• Good knowledge of creative tools such as Photoshop, Adobe Creative Cloud, Canva, and visual content development.
• Experience in video editing, multimedia creation, and customer communication assets is a plus.
• Passion for customer success, technology adoption, AI-enabled solutions, and driving measurable business outcomes.
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."