Customer Success Manager

Humantic Ai; Kalyan-Dombivli; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Humantic Ai is seeking a Customer Success Management & Process Excellence professional in Maharashtra to design scalable customer success workflows and operational processes. You will build health scoring systems with early churn indicators and analyze usage metrics to spot expansion opportunities.

You will also lead low/medium touch programs, develop educational webinars and self-service resources, and collaborate with Solutions, Sales, Product and Engineering to drive customer outcomes.

Qualifications

• Experience managing mid-size or large enterprise customers in a SaaS startup.
• Strong passion for customers and solving operational challenges.
• Ability to understand the sales intelligence space and apply domain knowledge to customer problems.
• Experience with data analysis, reporting, and process optimization.

Responsibilities

• Design, implement, and execute scalable customer success workflows and processes.
• Build customer health scoring with early churn indicators.
• Analyze usage patterns and engagement metrics to identify expansion opportunities.
• Develop and run educational webinars, newsletters, and targeted email campaigns to drive product adoption.
• Create self-service resources: documentation, tutorials, knowledge base, and community initiatives.
• Collaborate with Solutions, Sales, Product, and Engineering to drive customer outcomes.
• Provide technical and product support across channels; manage accounts, permissions, billing; generate usage reports and dashboards; handle billing issues and subscription changes.

Skills

Customer success management

Data analysis

Process optimization

Cross-functional collaboration

Analytical mindset

Customer-first mentality

Gainsight/ChurnZero/Mixpanel

Tools

Gainsight

ChurnZero

Mixpanel

CRM systems

Job description

Customer Success Management & Process Excellence

Design, implement and execute scalable customer success workflows and operational processes. Build and maintain customer health scoring systems with early warning indicators for churn risk. Analyze usage patterns and engagement metrics to identify expansion opportunities.

Low/Medium Touch Customer Success Programs

Develop and execute educational webinars, customer newsletters, and targeted email campaigns to drive product adoption and engagement. Build comprehensive self‑service resources including documentation, tutorials, knowledge base, and community management initiatives.

Collaborate with Solutions, Sales, Product and Engineering teams to drive customer outcomes.

Customer Support & Operations Management

Provide comprehensive technical and product support to customers via multiple channels. Manage user accounts, permissions, billing inquiries, and subscription modifications. Generate detailed usage reports, analytics dashboards, and customer performance insights. Handle payment processing, subscription management, and billing‑related customer issues. Troubleshoot complex technical problems and coordinate resolution with engineering teams.

Requirements

What Really Matters

• Exceptional track record of managing mid‑size or large enterprise customers at a SaaS startup.
• A genuine passion for customers and solving their operational challenges.
• Ability to understand the sales intelligence space and use domain knowledge to solve business problems for customers.
• Strong analytical mindset with experience in data analysis, reporting, and process optimization.
• Integrity, empathy, and customer‑first mentality.

What Matters Somewhat: Between 3‑5 years of experience in customer‑facing roles like Support, Success, or Operations.

• Both less and more will not be desirable – less means you will likely not be able to work independently in our environment and more means you probably haven't grown fast enough in your career to match the grueling pace at which we prefer to work.
• Experience in Customer Success Operations or similar role in the past will be valuable.
• Understanding of technology and ability to grasp new technologies and tools quickly.
• Experience with customer success platforms (Gainsight, ChurnZero, Mixpanel) and CRM systems.
• The organizations where you have worked – preferably SaaS companies with enterprise customers.