Customer Success Manager

CloudEagle.ai; India; Remote; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Flexible working hours

Opportunity to work with enterprise?l

Job summary

CloudEagle.ai is seeking a proactive Customer Success Manager to drive product adoption and customer outcomes for enterprise clients. You will own customer relationships, guide onboarding, monitor health metrics, and collaborate with Sales, Product, and Support to prevent churn and maximize value.

You should have strong communication skills, a hands-on problem-solving approach, and the ability to operate in EST/PST hours from India. This is a remote role with global impact.

Qualifications

• Experience building and maintaining long-term customer relationships in a B2B SaaS setting.
• Track record of driving product adoption and customer success metrics.
• Excellent communication and stakeholder management across functions.
• Ability to onboard customers and drive successful implementations.
• Analytical mindset with ability to interpret usage data and derive insights.
• Comfort with working during EST/PST hours from India.

Responsibilities

• Build and maintain strong relationships with customers and help achieve measurable outcomes.
• Manage onboarding and ensure a smooth implementation; guide product adoption.
• Monitor customer health metrics, usage, satisfaction, and renewals.
• Serve as the primary point of contact and coordinate with internal teams to resolve issues.
• Identify opportunities for deeper product adoption and revenue growth.
• Collaborate with Sales, Product, and Support to improve the customer experience.
• Communicate product updates and best practices to customers.

Skills

Customer relationship management

Communication skills

Stakeholder management

Problem solving

Independent work

Education

Bachelor's degree in Business Administration, Marketing, or related field

MBA (preferred)

Tools

Salesforce CRM

Zendesk

Looker/Tableau

Job description

CloudEagle.ai is an AI-powered SaaS management, security, and governance platform that helps enterprises discover, secure, govern, and optimize their SaaS and AI applications from one place. Trusted by companies like RingCentral, Automation Anywhere, Shiji, and Asana, CloudEagle connects IT, Security, Finance, and Procurement teams through 500+ integrations to improve visibility, automate workflows, reduce risk, and optimize software spend.

To date, CloudEagle has processed $50B+ in software spend and helped enterprises save $3B+ globally, with potential SaaS and AI spend reductions of 10-30%.

Learn more at www.cloudeagle.ai.

About the role:

We are looking for a proactive and customer-focused Customer Success Manager to join CloudEagle.ai. In this role, you will work closely with customers to drive product adoption, ensure customer satisfaction, and maximize the value they derive from our platform. You will own customer relationships, support onboarding, monitor customer health, proactively address challenges, and identify opportunities to improve retention and customer outcomes.

We are looking for someone with strong individual contributor capabilities, excellent communication skills, and a hands-on approach to problem-solving who can independently manage customer relationships and drive measurable results.

Working hours- 6:30 PM IST to 3:30 AM IST

Responsibilities:

• Customer Success & Account Management: Build and maintain strong relationships with customers, understand their business goals, and help them achieve measurable outcomes through CloudEagle.ai. Proactively identify opportunities to improve customer satisfaction, product adoption, and retention.
• Customer Onboarding & Product Adoption: Manage customer onboarding and ensure a smooth implementation experience. Guide customers through product features, conduct training sessions, and help them maximize the value of the platform.
• Customer Health & Retention: Monitor customer health metrics, product usage, satisfaction, and renewal indicators. Identify potential risks early and take proactive steps to improve engagement, address concerns, and prevent churn.
• Customer Engagement & Issue Resolution: Act as the primary point of contact for assigned customers, address their queries and concerns, and coordinate with internal teams to resolve issues efficiently. Ensure timely follow-ups and a positive customer experience.
• Value Realization & Growth Opportunities: Understand customer usage patterns and business needs to identify opportunities for deeper product adoption, account growth, and upselling or cross-selling where relevant.
• Cross-functional Collaboration: Work closely with Sales, Product, and Support teams to resolve customer challenges, communicate customer feedback, and improve the overall customer experience.
• Customer Communication & Relationship Building: Keep customers informed about product updates, new features, and best practices. Maintain regular communication to strengthen relationships, encourage product utilization, and ensure long-term customer success.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field. An MBA is a plus.
• 2-3 years of experience in Customer Success or a similar customer-facing role in a B2B environment.
• Strong individual contributor capabilities, with the ability to independently manage customer accounts and drive customer success outcomes.
• Experience in customer onboarding, product adoption, retention, and relationship management.
• Excellent communication and stakeholder management skills, with the ability to build strong relationships with customers and internal teams.
• Strong analytical and problem-solving skills, with the ability to interpret customer data and derive actionable insights.
• A goal-oriented mindset with a track record of driving customer satisfaction, product adoption, and retention.
• Technical aptitude and the ability to quickly learn and understand complex products or services.
• Experience in the SaaS industry or working with technology solutions is a plus.
• Passion for delivering exceptional customer experiences and proactively resolving customer challenges.
• Must be comfortable working in EST/PST hours.