Customer Success Manager

Devxlabs; Surat, Ahmedabad District, Bengaluru, Delhi; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Health insurance with family coverage

No-cap leave policy

Yearly outings

Job summary

devx Labs seeks a Customer Success Manager to drive client outcomes and oversee delivery across multiple engagements in a hybrid setup. You will coordinate with Outcome Managers and engineering teams to ensure value realization, high CSAT, and expansion opportunities.

Featuring AI-native operations and a client-first mindset, this role emphasizes proactive stakeholder management, risk tracking, and clear, structured communication with senior client partners.

Qualifications

• Strong client focus and relationship-building mindset.
• Understanding that success is measured by business impact.
• Proactive in identifying and addressing client needs.

Responsibilities

• Act as primary day-to-day contact for client stakeholders across engagements.
• Support CS Lead in maintaining high CSAT across accounts.
• Build strong relationships through consistent communication and proactive updates.
• Track client sentiment and flag risks early.
• Ensure expectations on scope, timelines, and deliverables are clearly communicated and managed.
• Contribute to turning satisfied clients into case studies, references, and advocates.
• Coordinate delivery cadences with Outcome Managers and Engineering teams.
• Maintain visibility across engagements to prevent items from falling through the cracks.
• Track delivery progress, risks, and dependencies and drive resolution.
• Bridge communication between technical teams and business stakeholders.
• Identify upsell and cross-sell opportunities within existing accounts.

Skills

Client success

Account management

Delivery coordination

Stakeholder management

Cross-functional collaboration

Tools

AI tools

Job description

devx Labs is an AI-native consulting companythat fundamentally reimagines business operations around AI capabilities. We don’t just implement AI tools - we transform how enterprises operate through first-principles thinking and outcome-driven execution.

About the Role:

You're not just managing accounts. You're ensuring outcomes translate into client success.

As a Customer Success Manager at devx Labs, you work closely with the Customer Success Lead to drive client satisfaction, ensure smooth delivery execution, and support growth across accounts. You are the day-to-day anchor for client engagement, ensuring alignment between client expectations and delivery teams.

This is not a passive “account management” role. You are actively involved in delivery rhythm, stakeholder communication, and identifying opportunities to deepen client impact.

Responsibilities

Drive Client Success & Satisfaction (40%)

• Act as the primary day-to-day contact for client stakeholders across engagements
• Support the Customer Success Lead in maintaining high CSAT across accounts
• Build strong working relationships through consistent communication and proactive updates
• Track client sentiment continuously and flag risks early
• Ensure expectations on scope, timelines, and deliverables are clearly communicated and managed
• Contribute to turning satisfied clients into case studies, references, and advocates

Support Delivery Execution (40%)

• Work with Outcome Managers and Engineering teams to ensure smooth delivery execution
• Run and coordinate delivery cadences: standups, sprint planning, stakeholder reviews, retrospectives
• Maintain visibility across multiple engagements, ensuring nothing falls through the cracks
• Track delivery progress, risks, and dependencies, and proactively drive resolution
• Ensure all client communication reflects clarity, structure, and confidence
• Bridge communication between technical teams and business stakeholders

Enable Revenue Expansion (20%)

• Identify early signals for upsell and cross-sell opportunities within existing accounts
• Support the Customer Success Lead in scoping and building expansion narratives
• Document outcomes, impact, and ROI metrics to strengthen future conversations
• Contribute to building client roadmaps and long-term engagement plans

Collaborate & Grow (Continuous)

• Work closely with Customer Success Leads, Outcome Managers, and Engineering teams
• Contribute to playbooks, templates, and best practices for client success and delivery
• Continuously improve communication, delivery tracking, and stakeholder management processes
• Champion a client-first mindset across all interactions

Requirements

Client-Centric Mindset

• Strong focus on client satisfaction and relationship building
• Understands that success is measured by business impact, not just delivery completion
• Proactive in identifying and addressing client needs ****

Execution & Coordination Strength

• Ability to manage multiple workstreams simultaneously
• Strong organizational skills with attention to detail
• Comfortable working in fast-paced, evolving environments
• Ability to identify risks early and drive resolution
• Clear and structured communicator across technical and business stakeholders
• Able to simplify complex topics into actionable insights
• Strong cross-functional collaboration skills

AI-Native & Analytical Thinking

• Comfortable leveraging AI tools for summaries, reporting, and analysis
• Ability to understand AI-driven solutions at a functional level
• Data-driven approach to tracking success and identifying opportunities

Experience & Background

• 5+ years in Customer Success, Account Management, Consulting, or Delivery roles
• Experience in client-facing environments with multiple stakeholders
• Exposure to software delivery, consulting, or AI/tech environments is a plus
• Strong interest in AI-driven transformation and consulting
• AI tool credits and freedom to experiment with modern approaches.
• Performance-based appraisal at 6 months + annual appraisal cycle.
• Competitive pay with a structured CTC breakup.
• Work with clients across industries and domains.
• Hybrid model with work-from-home support and flexible working hours.
• No-cap leave policy — take time off responsibly, no fixed limits.
• Health insurance with spouse and kids coverage included.
• Yearly outings, and an open environment for innovation.

Reimagining customer experience, from first principles.

devx labs is an AI-native consulting firm that reimagines business operations around AI capabilities to deliver customer experience transformation for forward-thinking brands. We combine the unbiased perspective of young, AI-native talent with the seasoned judgment of experienced practitioners — solving for outcomes, not shipping deliverables for their own sake.

[ 01 ]

Customer Interactions

Reimagining every customer touchpoint across the entire journey.

[ 02 ]

AI-Led Business Operations

Optimizing downstream operations to enhance customer experience delivery.

[ 03 ]

The foundation that makes AI-native experiences possible.