Customer Success Manager, Commercial

Product Design; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Product Design is seeking a Customer Success Manager (Pooled Model) to support a large portfolio of SSB and scaled customers through a low-touch, support-assisted motion. You will drive adoption and retention at scale, leveraging support, automation, and self-service as primary channels.

As a pooled CSM, you will manage customer success by segment and lifecycle stage, stepping in at key moments to ensure customers derive maximum value from the platform.

Qualifications

• 3–6+ years of experience in Customer Success, Account Management, or Support-led roles within SaaS.
• Experience with scaled, pooled, or low-touch customer models.
• Strong knowledge of customer lifecycle management and adoption frameworks.

Responsibilities

• Scale customer success through pooled, low-touch motions using playbooks.
• Drive adoption, value realization, and retention with lifecycle journeys.
• Engage customers at onboarding, early usage, renewal, and risk signals.
• Collaborate with Support, Product, and Ops to surface improvements.

Skills

Customer Success

Account Management

Data Analysis

Communication

Lifecycle Management

Job description

Job Overview

We are looking for a Customer Success Manager (Pooled Model) to support a large portfolio of SSB and scaled customers through a low-touch, support-assisted success motion. This role focuses on driving customer outcomes, adoption, and retention at scale, while leveraging Support, automation, and self-service as primary engagement channels.

As a pooled CSM, you will not own a fixed book of named accounts. Instead, you will manage customer success by segment and lifecycle stage , stepping in proactively at key moments while ensuring customers get the most value from the platform.

What You’ll Do

Scaled Customer Success

• Support a pooled set of SSB customers through a low-touch, tech-enabled CSM motion.

• Drive adoption, value realization, and retention using structured playbooks and lifecycle journeys.

• Proactively engage customers at key moments such as onboarding, early usage, risk signals, and renewals.

Support-Led Engagement

• Work closely with Customer Support as the primary customer interaction channel.

• Monitor support signals, trends, and escalations to identify adoption blockers or churn risks.

• Step in for CSM-led interventions when customers need strategic guidance beyond support.

Customer Lifecycle Ownership

• Execute onboarding, adoption check-ins, QBR-lite engagements, and renewal support in a scalable manner.

• Manage customer health using data, usage insights, and support interactions.

• Identify at-risk customers and run proactive recovery motions.

Cross-Functional Collaboration

• Partner with Product, Support, and Operations teams to surface recurring issues and improvement opportunities.

• Contribute to the creation of scalable playbooks, in-product guidance, and self-serve resources.

Documentation & Enablement

• Help build and maintain customer-facing and internal documentation including FAQs, best practices, and success guides.

• Share feedback to improve processes, tooling, and automation.

What You’ll Bring

• 3–6+ years of experience in Customer Success, Account Management, or Support-led roles within a SaaS environment.

• Experience working with scaled, pooled, or low-touch customer models.

• Strong understanding of customer lifecycle management and adoption frameworks.

• Ability to analyze data and signals to prioritize proactive engagement.

• Excellent communication skills with the ability to guide customers efficiently and clearly.

• Comfortable working closely with Support teams and handling multiple customers simultaneously.

• Organized, self-driven, and process-oriented.

What Success Looks Like

• High retention and healthy adoption across a large SSB customer base.

• Minimal reactive firefighting due to proactive lifecycle management.

• Clear, repeatable playbooks that scale customer success efficiently.

• Strong collaboration between Customer Success and Support teams.