Customer Success Manager (B2B Enterprise Tech Product)

Dmacq Software Private Limited; Mumbai; On-site; INR 1,000,000 - 2,000,000; Full time

Job summary

A software tech company is seeking a Customer Success Manager to enhance client satisfaction and retention for their B2B enterprise tech product. The role involves building strong relationships, resolving client inquiries, conducting product demos, and optimizing customer success processes. Ideal candidates will have a bachelor's degree, 2-5 years of experience in enterprise customer success, and hands-on experience with Zoho CRM. The position requires strong communication and problem-solving skills, with a focus on upselling and cross-selling opportunities.

Qualifications

• 2 to 5 years of experience in enterprise customer success or a similar role.
• Proven ability to upsell and cross-sell in a B2B environment.
• Experience in fostering client retention and managing renewals within an enterprise tech space.

Responsibilities

• Build and maintain strong relationships with enterprise clients.
• Serve as the primary point of contact for client inquiries.
• Conduct detailed product demos to drive adoption.
• Analyze customer feedback to identify opportunities for improvement.
• Collaborate across teams to align customer success efforts.
• Design and optimize customer success workflows.

Skills

Customer Success

Client Relationship Management

Stakeholder Reporting

Cross-Selling and Upselling

Problem-Solving

Process Development

Communication Skills

Customer Retention

Education

Bachelor’s degree in Business, Technology, or a related field

Tools

Zoho CRM

Job description

Customer Success Manager (B2B Enterprise Tech Product)

Work from Office

About Us:

dMACQ, a software tech company, is a leader in workplace digitization solutions, offering organizations a secure, intelligent information management platform. Trusted by over 300 customers worldwide, including industry giants like Adidas, Tata AMC, Sony, ThyssenKrupp, SBI Mutual Fund and IDFC First Bank, dMACQ provides an end-to-end suite for Enterprise Document Management, Enterprise Workflow and Digital Transformation.

Leveraging cutting‑edge technologies such as AI, Machine Learning, and Robotic Process Automation, dMACQ enhances workplace efficiency while reducing the need for manual intervention.

We are seeking an experienced and proactive Manager – Customer Success to join our B2B enterprise tech product team. This role is integral to ensuring client satisfaction, retention and seamless service delivery while driving upselling/cross‑selling opportunities and managing stakeholder expectations. The Manager – Customer Success will act as a strategic partner for enterprise clients, leveraging expertise in Zoho CRM and customer‑centric processes to deliver value and achieve business objectives. The ideal candidate will have a solid background in customer success within the enterprise technology space and a knack for problem‑solving, process optimization and building strong client relationships.

Responsibilities:

• Build and maintain strong relationships with enterprise clients to drive retention, satisfaction, and long‑term success.
• Serve as the primary point of contact for client inquiries, ensuring timely resolution of issues.
• Conduct detailed product demos to drive adoption and support upselling or cross‑selling initiatives.
• Analyze customer usage and feedback to identify opportunities for additional value and improvement.
• Collaborate across teams including sales, product and technical support to align customer success efforts.
• Prepare and maintain MIS and other stakeholder reports to track performance metrics, renewals and client health.
• Design, implement, and optimize customer success workflows and processes for consistent service delivery.

Qualifications:

• Bachelor’s degree in Business, Technology, or a related field.
• 2 to 5 years of experience in enterprise customer success or a similar role.
• Hands‑on experience with Zoho CRM for managing client relationships and data.
• Proven ability to upsell and cross‑sell in a B2B environment.
• Experience in fostering client retention and managing renewals within an enterprise tech space.

Required Skills:

• Customer Success
• Client Relationship Management
• Stakeholder Reporting
• Cross‑Selling and Upselling
• Problem‑Solving
• Process Development
• Communication Skills
• Customer Retention

Nice-to-Have Skills:

• Experience with Document Management Systems or related tech tools.
• Background in selling CRM software or ERP solutions.
• Familiarity with enterprise technology products and their implementation.