Customer Success Manager

Sensussoft Software Private Limited; Surat; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Sensussoft Software Private Limited in Surat, India is seeking an experienced Customer Success Manager to nurture client relationships, ensure satisfaction, and drive account growth across international clients. You will coordinate with delivery teams and manage multiple accounts to deliver value.

Ideal candidates have 5–7 years in customer success or account management within IT/software/SaaS, with strong communication and problem-solving skills.

Qualifications

• 5–7 years of experience in Customer Success, Account Management, Client Management, or Project Management.
• Experience in IT/software development or SaaS is highly preferred.
• Excellent English communication and relationship-management skills.

Responsibilities

• Manage and build strong relationships with existing clients.
• Act as the primary point of contact for assigned accounts.
• Understand client requirements, business goals, and expectations.
• Coordinate with Project Managers, Developers, QA, and Design teams.
• Monitor project progress, deliverables, risks, and client commitments.
• Proactively identify and resolve customer issues and escalations.
• Conduct regular client meetings and provide project/account updates.
• Ensure successful customer onboarding, retention, and satisfaction.
• Identify upselling, cross-selling, and account expansion opportunities.
• Collect client feedback and work with internal teams on improvements.
• Maintain accurate account records, reports, and action items.

Skills

Customer Success

Account Management

Client Relationship Management

Customer Retention

Stakeholder Management

Project Management

SDLC

Agile/Scrum

SaaS

Escalation Management

Negotiation

Upselling

Cross-selling

Problem Solving

Client Communication

Job description

About Sensussoft

Sensussoft is a technology services company delivering custom web applications, mobile apps, SaaS platforms, and enterprise solutions for clients across India, the US, Europe, and other international markets.

Role Overview

We are looking for an experienced Customer Success Manager to manage client relationships, ensure customer satisfaction, coordinate with internal delivery teams, and drive long-term account growth.

Key Responsibilities

• Manage and build strong relationships with existing clients.
• Act as the primary point of contact for assigned accounts.
• Understand client requirements, business goals, and expectations.
• Coordinate with Project Managers, Developers, QA, and Design teams.
• Monitor project progress, deliverables, risks, and client commitments.
• Proactively identify and resolve customer issues and escalations.
• Conduct regular client meetings and provide project/account updates.
• Ensure successful customer onboarding, retention, and satisfaction.
• Identify upselling, cross-selling, and account expansion opportunities.
• Collect client feedback and work with internal teams on improvements.
• Maintain accurate account records, reports, and action items.

Requirements

• 5–7 years of experience in Customer Success, Account Management, Client Management, or Project Management.
• Experience in IT/software development or SaaS is highly preferred.
• Strong client communication and relationship-management skills.
• Good understanding of SDLC, Agile/Scrum, web/mobile development, APIs, and software projects.
• Strong problem‑solving, negotiation, and escalation‑management skills.
• Experience working with international clients is an advantage.
• Excellent English communication skills.
• Ability to manage multiple clients and projects simultaneously.

Key Skills

• Customer Success
• Account Management
• Client Relationship Management
• Customer Retention
• Stakeholder Management
• Project Management
• SDLC
• Agile/Scrum
• SaaS
• Escalation Management
• Negotiation
• Upselling & Cross-selling
• Problem Solving
• Client Communication