Customer Success Manager

iConsultera Private Limited; India; Remote; INR 900,000 - 1,400,000; Full time

Job summary

iConsultera Private Limited is seeking a customer-focused Customer Success Manager to join our remote team in India. You will manage a portfolio of client accounts, drive product adoption, and ensure long-term retention by understanding customers' objectives and success metrics.

The role requires 3+ years in customer success or related fields, experience with SaaS products, strong communication and presentation skills, and the ability to coordinate with cross-functional teams across time zones.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or similar role.
• Experience working with SaaS, software, or tech products is preferred.
• Strong interpersonal, communication, and presentation skills.
• Ability to manage multiple customer accounts in a fast-paced environment.
• Experience working with remote teams across different time zones.

Responsibilities

• Manage a portfolio of customer accounts and serve as the primary point of contact.
• Build strong relationships with customers to understand their objectives and success metrics.
• Drive customer onboarding, implementation, and product adoption.
• Conduct regular check-ins, business reviews, and training sessions with customers.
• Monitor customer health scores and address potential risks proactively.
• Resolve customer issues by collaborating with support, product, and engineering teams.
• Identify opportunities for upselling, cross-selling, and account expansion.
• Collect customer feedback and communicate product enhancement recommendations.
• Track customer satisfaction metrics (CSAT, NPS, retention, churn).
• Develop customer success plans to ensure long-term value and engagement.

Skills

Customer success

Relationship building

Communication

Presentation skills

Time management

Education

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

Tools

Salesforce

HubSpot

Zoho CRM

Job description

We are seeking a customer-focused and relationship-driven Customer Success Manager to join our remote team in India. In this role, you will build strong client relationships, drive customer satisfaction, increase product adoption, and ensure long-term customer retention. You will serve as the primary point of contact for assigned accounts, helping customers achieve their business goals while identifying opportunities for account growth and expansion.

Key Responsibilities

• Manage a portfolio of customer accounts and serve as the primary point of contact.
• Build strong relationships with customers to understand their business objectives and success metrics.
• Drive customer onboarding, implementation, and product adoption.
• Conduct regular check-ins, business reviews, and training sessions with customers.
• Monitor customer health scores and proactively address potential risks.
• Resolve customer issues by collaborating with technical support, product, and engineering teams.
• Identify opportunities for upselling, cross-selling, and account expansion.
• Collect customer feedback and communicate product enhancement recommendations to internal teams.
• Track customer satisfaction metrics, including CSAT, NPS, retention, and churn.
• Develop customer success plans to ensure long‑term value and engagement.
• Maintain accurate customer records and activity updates in the CRM system.
• Prepare reports and presentations for internal stakeholders and customer meetings.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field.
• 3+ years of experience in Customer Success, Account Management, Client Relationship Management, or a similar role.
• Experience working with SaaS, software, or technology products is preferred.
• Strong interpersonal, communication, and presentation skills.
• Excellent problem‑solving and conflict‑resolution abilities.
• Ability to manage multiple customer accounts in a fast‑paced environment.
• Experience working with remote teams and customers across different time zones.
• Strong organizational and time‑management skills.

Preferred Qualifications

• Experience with CRM platforms such as Salesforce, HubSpot, or Zoho CRM.
• Knowledge of customer success methodologies and lifecycle management.
• Experience in B2B SaaS or enterprise software.
• Familiarity with customer analytics and reporting tools.
• Customer Success certifications are a plus.