Customer Success Manager

CS-Society; Pune District; Hybrid; INR 1,750,000 - 2,250,000; Full time

Job summary

CS-Society is seeking a Customer Success Manager for Avoma's AI-powered platform. You will be the strategic partner to customers across the USA and EU, ensuring they maximise value and achieve renewals.

The role involves onboarding, product training, QBRs, upsell opportunities, data-driven risk analysis, and collaboration with Product, Sales and Marketing. Based in Pune with hybrid office + remote evenings, you’ll drive adoption, handle escalations, and nurture long-term relationships.

Qualifications

• 2–4 years of experience as a Customer Success Manager in SaaS.
• Proven track record in retention, expansion, and revenue growth.
• Strong data, analytics, and problem-solving skills.
• Excellent spoken & written English.
• Based in Pune with hybrid work (office + remote evenings).
• Experience with USA & EU customers.
• Knowledge of AI technologies and tools.
• Familiarity with Intercom, Slack, HubSpot, Salesforce, Mixpanel, Amplitude.

Responsibilities

• Own and manage customer relationships across the USA & EU regions.
• Drive customer retention & expansion by delivering a stellar customer experience.
• Conduct customer onboarding, product training, and quarterly business reviews (QBRs).
• Identify upsell and cross-sell opportunities to drive account growth.
• Analyze customer usage data to proactively address risks and improve adoption.
• Act as the voice of the customer, collaborating with Product, Sales, and Marketing.
• Solve complex customer problems with a data-driven, analytical approach.
• Manage multiple accounts, ensuring customers achieve success milestones.
• Handle escalations and proactively address potential churn risks.
• Collaborate with the engineering and development team to troubleshoot technical issues raised by customers.

Skills

Data analytics

Account management

English proficiency

Hybrid work adaptability

Driver mindset

Tools

Intercom

Slack

HubSpot

Salesforce

Mixpanel

Amplitude

Job description

Note from CS Society: the company's page header lists this role as On-Site, but the description below says Pune, hybrid (office plus remote evenings). Listed here as hybrid.

About Us

Avoma was founded with the belief that all of us have a love-and-hate relationship with meetings. When meetings are run effectively, people collaborate on great ideas, achieve alignment and ultimately make faster progress on their desired goals. But when meetings are run poorly, valuable time is wasted, information discussed is lost and scattered across multiple tools, desired goals are not achieved, and in the end, people blame each other.

The reality is, a majority of meetings are still run very poorly today. We believe that with the right blend of Human Intelligence and advancements in Artificial Intelligence, we can make meetings more productive and get more value from the information discussed in every conversation.

Join us in revolutionizing meetings through AI!

Your Impact

As a CSM at Avoma, you will be the strategic partner to our customers, ensuring they maximize the value of Avoma’s AI-powered platform. Your role is critical to retention, expansion, and customer advocacy. You’ll help customers succeed, solve challenges proactively, and identify growth opportunities while driving renewals and expansions.

What You’ll Do:

• Own and manage customer relationships across the USA & EU regions.
• Drive customer retention & expansion by delivering a stellar customer experience.
• Conduct customer onboarding, product training, and quarterly business reviews (QBRs).
• Identify upsell and cross-sell opportunities to drive account growth.
• Analyze customer usage data to proactively address risks and improve adoption.
• Act as the voice of the customer, collaborating with Product, Sales, and Marketing.
• Solve complex customer problems with a data-driven, analytical approach.
• Manage multiple accounts, ensuring customers achieve success milestones.
• Handle escalations and proactively address potential churn risks.
• Collaborate with the engineering and development team to troubleshoot technical issues raised by customers.

Compensation & Benefits

• Competitive & transparent salary: INR 17,50,000 - 22,50,000 (DOE)
• Flexible Work Environment: We value outcomes over clock-ins; collaborate from our Pune office with hybrid flexibility.

Timings: Flexible Hours

• 2 PM to 7 PM IST (Pune Office)
• 9 PM to 2 AM IST (From Home)

Transparency

We value transparency as the key to a culture of trust. We strive to be honest in all communication, because we believe that better context leads to better decisions. Transparency is not oversharing, or betraying privacy. It’s about stripping away anything that gets in the way of clarity and truth so that we reduce uncertainty, build trust, and foster accountability.

Curiosity

We see curiosity as the root of innovation at Avoma. We perceive what exists, question why, and explore what it could be. We take time for inquisitiveness and playfulness, and avoid assumptions that hinder our ability to imagine and grow.

Gratitude

We believe that intentional gratitude makes our journey joyful. We approach every interaction with optimism, and we express thankfulness to each other, our families, our customers, and investors.

Requirements

• 2 - 4 years of experience as a Customer Success Manager in SaaS (preferably in US-based SaaS companies).
• Proven track record in customer retention, expansion, and revenue growth.
• Strong data, analytics, and problem-solving skills to drive insights and recommendations.
• Excellent spoken & written English with modern, effective communication.
• Ability to own customer relationships and proactively drive results.
• Experience working with USA & EU customers.
• A driver’s mindset - takes initiative, thrives on hitting (and exceeding) targets.
• Based in Pune - comfortable with hybrid work (office + remote in evenings).
• Neutral accent - can communicate effortlessly with global customers, has undergone accent training.
• Knowledge of Artificial Intelligence technologies and tools.
• The ability to be truly consultative in your approach with customers.
• Familiarity with tools (e.g. Intercom, slack, HubSpot, Salesforce, Mixpanel, Amplitude)