Customer Success Manager

Navlakha Management Services; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Navlakha Management Services is seeking a Client Success / Account Manager in Mumbai to nurture relationships with enterprise clients and ensure platform adoption. You will monitor usage, collect feedback, and coordinate with product teams to implement requested improvements.

The ideal candidate has 4-8 years in customer success or related roles, HR tech exposure, and the ability to discuss hiring workflows with senior HR leaders. This is an in-office Mumbai position.

Qualifications

• 4-8 years of experience in customer success, account management, or client servicing.
• Direct exposure to HR tech, recruiting, or ATS products.
• Able to hold a credible conversation with a Head of HR.

Responsibilities

• Own the relationship with our existing clients through regular check-ins.
• Ensure the platform works for clients by monitoring usage and spotting drop-offs.
• Follow up with clients to top up usage credits and collect feedback for product teams.
• Onboard and train new users on client teams (recruiters, HR managers, hiring managers).
• Drive adoption of new features across accounts and be the escalation point when issues arise.

Skills

Communication skills

Bilingual English/Hindi

HR tech knowledge

Education

4-8 years experience in customer success

Tools

CRM systems

Support ticketing tools

Job description

Roles & Responsibilities:

• Own the relationship with our existing clients. Regular check-ins, not just when something breaks.
• Make sure the platform is actually working for them: track usage, spot drop-offs, and catch problems before the client raises them.
• Follow up with clients to top up their usage credits
• Collect feedback and feature requests, and take them to the product with context on who asked and why.
• Onboard and train new users on client teams: recruiters, HR managers, hiring managers.
• Drive adoption of new features across accounts, so what we ship actually gets used.
• Be the escalation point when something goes wrong, and see it through to a fix.

Requirements:

• 4-8 years in customer success, account management, or client servicing.
• Direct exposure to HR tech, recruiting, or ATS products.
• You understand hiring workflows and can hold a credible conversation with a Head of HR.
• Technical enough to evaluate a customer issue and describe it properly before escalating to engineering.
• Strong communication and writing skills: English and Hindi.
• Organised: every account, open request, and follow-up tracked.
• Comfortable with CRM and support tools.
• Based in Mumbai, in-office.

IDEAL CANDIDATE

• Managed enterprise or mid-market accounts in India.
• Experience working inside an ATS, HR, or recruitment company.