Customer Success Manager – AI Solutions

Novagito AI Private Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Novagito AI Private Limited is seeking a proactive Customer Success Manager to own post-onboarding relationships and ensure measurable value for clients. You will collaborate with product, engineering, support, and business teams to drive adoption, renewal, and expansion.

The role requires 5–7 years in customer-facing SaaS roles, strong communication, and the ability to translate business needs into product use cases. You will monitor adoption metrics and build long-term customer partnerships.

Qualifications

• 5–7 years of experience in Customer Success, Account Management, or SaaS customer-facing roles.
• Experience managing B2B customers.
• Strong communication and relationship-building skills.
• Ability to understand business requirements and translate them into product use cases.
• Strong problem-solving and stakeholder-management abilities.

Responsibilities

• Own customer relationships from onboarding through adoption, growth, and renewal.
• Act as the primary point of contact for assigned customers.
• Understand each customer’s business, operations, objectives, and success criteria.
• Conduct structured onboarding and product adoption sessions.
• Help customers configure and use Novagito products effectively.
• Track product adoption, usage, engagement, and overall customer health.
• Conduct regular customer check-ins and business review meetings.
• Identify adoption gaps and proactively work with customers to address them.
• Coordinate customer requirements with product, engineering, and support teams.
• Manage escalations and ensure timely communication and resolution.
• Help customers understand new features and product enhancements.
• Collect structured customer feedback and communicate insights internally.
• Identify opportunities for additional use cases, products, or services.
• Support renewals, retention, expansion, and upselling opportunities.

Skills

Communication skills

Relationship-building

Stakeholder management

Problem solving

Product use cases

Cross-functional collaboration

SaaS knowledge

Tools

CRM

ERP

Job description

Turn customers into long-term partners.

Novagito is looking for a proactive and customer-focusedCustomer Success Managerwith5–7 years of experienceto own customer relationships after onboarding and ensure our clients continuously receive measurable value from Novagito products and solutions.

This role sits betweencustomers, product, engineering, support, and business teams. You will understand how customers operate, help them adopt the platform effectively, resolve challenges, identify opportunities for improvement, and build strong long-term relationships.

What You’ll Do

• Own customer relationships from onboarding through adoption, growth, and renewal.
• Act as the primary point of contact for assigned customers.
• Understand each customer’s business, operations, objectives, and success criteria.
• Conduct structured onboarding and product adoption sessions.
• Help customers configure and use Novagito products effectively.
• Track product adoption, usage, engagement, and overall customer health.
• Conduct regular customer check-ins and business review meetings.
• Identify adoption gaps and proactively work with customers to address them.
• Coordinate customer requirements with product, engineering, and support teams.
• Manage escalations and ensure timely communication and resolution.
• Help customers understand new features and product enhancements.
• Collect structured customer feedback and communicate insights internally.
• Identify opportunities for additional use cases, products, or services.
• Support renewals, retention, expansion, and upselling opportunities.
• Maintain accurate customer information, follow-ups, issues, and commitments.
• Build strong relationships with customer stakeholders and decision-makers.
• Ensure customers clearly understand the business value delivered by the platform.

What We’re Looking For

• 3–5 yearsof experience in Customer Success, Account Management, Client Relationship Management, or SaaS customer-facing roles.
• Experience managing B2B customers.
• Strong communication and relationship-building skills.
• Ability to understand business requirements and translate them into product use cases.
• Strong problem-solving and stakeholder-management abilities.
• Ability to manage multiple customer accounts and priorities.
• Experience coordinating between customers and technical teams.
• Strong presentation and product demonstration skills.
• Ability to manage customer expectations professionally.
• Data-driven mindset with the ability to understand product usage and customer health indicators.
• Strong ownership and follow-up discipline.
• Comfortable working in a fast-moving product environment.

Customer Success Responsibilities

You may work with customers across:

• Restaurants and hospitality
• Travel and tourism
• Pharmacy and retail
• Real estate
• Enterprise businesses
• AI-enabled business applications

Your responsibility is not simply to answer customer questions.

You will continuously ask:

Is the customer getting measurable value from the product?

Customer Onboarding

You will help customers move successfully from sales to production by:

• Understanding business requirements.
• Defining onboarding objectives.
• Coordinating setup and configuration.
• Supporting data and integration requirements.
• Conducting user training.
• Helping teams understand key workflows.
• Monitoring initial adoption.
• Identifying early challenges.
• Ensuring a smooth transition to ongoing customer success.

Adoption & Customer Health

You will monitor indicators such as:

• Platform usage
• Feature adoption
• Active users
• Engagement levels
• Support issues
• Customer feedback
• Business outcomes
• Product adoption gaps
• Renewal readiness
• Overall customer satisfaction

Where adoption is low, you will proactively engage with customers and help improve usage.

Business Value Conversations

Novagito wants Customer Success Managers who can go beyond product features.

You should be comfortable discussing how the platform is helping customers with areas such as:

• Improving operational efficiency
• Increasing revenue opportunities
• Improving customer experience
• Reducing manual effort
• Improving visibility across operations
• Making better business decisions
• Identifying operational risks
• Using AI and business intelligence more effectively

Product & Engineering Collaboration

You will work closely with internal teams to:

• Communicate customer requirements.
• Prioritize customer issues.
• Provide product feedback.
• Coordinate bug resolutions.
• Communicate product updates.
• Validate new features with customers.
• Identify recurring customer pain points.
• Help shape future product improvements.

Renewals & Account Growth

Customer Success plays an important role in business growth.

You will:

• Identify renewal risks early.
• Demonstrate ongoing product value.
• Support renewal discussions.
• Identify additional business requirements.
• Discover opportunities for additional modules or products.
• Work with Sales on account expansion opportunities.

The goal is to build relationships where customers see Novagito as along-term business technology partner, not simply a software vendor.

Good to Have

• Experience withSaaS or enterprise software products.
• Experience working with CRM, ERP, hospitality, travel, retail, or business platforms.
• Exposure to AI or Generative AI products.
• Familiarity with customer success or CRM platforms.
• Experience conducting Quarterly Business Reviews or customer review meetings.
• Experience managing renewals and account expansion.
• Understanding of APIs and system integrations at a business level.
• Experience with international customers.
• Experience working in a technology startup or product company.

What Makes This Role Different

At Novagito, Customer Success is not traditional customer support.

You will understand how a customer’s business operates, identify where our products can create greater value, and continuously connecttechnology capabilities with business outcomes.

You will work directly with customers while also influencing product decisions internally.

This provides exposure across:

• Customer strategy
• Product management
• AI solutions
• Business operations
• Account growth
• Customer experience
• Product adoption

Why Novagito

Novagito builds industry-focused intelligent products across hospitality, travel, pharmacy, real estate and other business domains.

As a Customer Success Manager, you will have the opportunity to work closely with customers, product teams, engineers, AI teams, and leadership while helping businesses get measurable value from the technology they adopt.

We are looking for someone who canlisten carefully, understand businesses, build trust, take ownership, and turn successful implementations into long-term customer relationships.

Location:Bangalore / Hyderabad, India
Experience:3–5 Years
Employment Type:Full-time