Customer Success Manager

Itrs Insights; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

ITRS Insights in Mumbai is looking for a Customer Success Manager to strengthen its global customer success team. This role requires strong technical credibility in monitoring and observability, aimed at building trusted relationships with enterprise clients. The successful candidate will translate technical capabilities to business value and guide customers through their adoption journey.

Applicants should possess significant experience with monitoring platforms, enterprise-scale environments, and strong analytics to ensure success across strategic accounts.

Qualifications

• Proven experience in Customer Success or Technical Account Management.
• Hands-on experience with monitoring and observability platforms.
• Strong understanding of enterprise-scale environments and hybrid estates.
• Financial Services experience in regulated environments.
• Comfort with training and enablement sessions.

Responsibilities

• Build relationships with enterprise customers as their advocate.
• Translate customer goals into success strategies using ITRS products.
• Monitor customer health and identify risks.
• Document customer engagement and outcomes.
• Contribute to development of Customer Success practices.

Skills

Customer Success Management

Technical Account Management

Analytical Skills

Communication Skills

Tools

ITRS products (Geneos)

Monitoring platforms (Dynatrace, AppDynamics, etc.)

Job description

Scope of role

We are looking for a Customer Success Manager based in India to join our global customer success team at ITRS.

This is not a generalist Customer Success role. We are looking for someone with strong technical credibility in monitoring and observability, who can operate confidently in complex enterprise environments and build trusted relationships with both technical and senior business stakeholders.

Our customers expect more than strong communication and process discipline. They need someone who understands enterprise operations, hybrid estates, adoption risk, and the practical realities of using monitoring and observability platforms in regulated, business‑critical environments.

To be successful you will be able to connect technical capability to business value, guide customers through adoption and value realisation, and act as a trusted advisor across strategic accounts.

As a Customer Success Manager, you will:

• Build strong relationships with enterprise customers as their advocate, strategic advisor, and trusted partner
• Translate customer goals into adoption, value, and success strategies using ITRS products
• Monitor and analyse customer health, platform usage, and adoption to identify risks and drive proactive interventions
• Work closely with customer stakeholders across engineering, operations, architecture, and leadership teams
• Capture customer feedback and partner with Support, Product, Engineering, and Account Management to improve customer outcomes
• Document customer engagement, risks, actions, outcomes, and opportunities with clear visibility across the account base
• Contribute to the continued development of Customer Success practices as the function grows

Requirements

• Proven experience in Customer Success or Technical Account Management
• Hands‑on experience with monitoring and observability platforms, this is essential
• Strong understanding of enterprise‑scale environments, including complex hybrid estates spanning on‑prem and cloud
• Financial Services experience, ideally within banking, capital markets, trading, payments, or similarly regulated environments
• Strong analytical capability, with experience interpreting usage, health, and adoption metrics
• Comfort leading training, workshops, enablement sessions, and business reviews
• Excellent communication skills, with the ability to engage credibly from engineers through to executive stakeholders
• The confidence to work independently, proactively, and collaboratively in a growing function

Preferred experience

• Experience with ITRS products, such as Geneos
• Experience with platforms such as Dynatrace, AppDynamics, Splunk, Datadog, New Relic, Prometheus, Grafana, Elastic, Moogsoft, or similar
• Exposure to high‑availability or real‑time enterprise environments
• Practical understanding of Public Cloud and AI in enterprise operations contexts

What success looks like

• Build credibility quickly with technical and senior stakeholders in large enterprise accounts
• Translate monitoring and observability capabilities into practical customer value
• Use health, usage, and adoption data to identify risk early and take action before issues escalate
• Lead value‑led conversations that go beyond relationship management and into measurable outcomes
• Operate effectively in complex, regulated, politically nuanced customer environments

ITRS Group is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.