Customer Success Manager (CSM)

Kodecorp; Hyderabad; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Kodecorp in Hyderabad is seeking a Senior Customer Success Leader to own the end-to-end journey for US-based clients, driving adoption, retention, and growth. You will build strong relationships, translate feedback into actionable requirements, and guide a growing CS team.

Ideal candidate has 8–10+ years in customer success, proven leadership, and the ability to work US hours. A strong SaaS background and excellent communication are essential for success in this fast-paced environment.

Qualifications

• 8–10+ years in customer success or similar role.
• Experience with US-based clients and US shift hours.
• Strong communication and ability to explain technical concepts clearly.
• Experience leading a customer success team.

Responsibilities

• Own end-to-end customer success journey for US-based clients.
• Act as primary contact for key accounts.
• Translate customer feedback into engineering requirements.
• Lead and mentor a team of support executives.
• Design scalable CS processes and playbooks.
• Track customer health metrics and address renewals.
• Coordinate across support, engineering and product to resolve escalations.
• Represent the voice of the customer in internal planning.

Skills

Customer Success

Account Management

US Clients

Communication

Technical Aptitude

Leadership

Process Improvement

Education

Bachelor's degree (Business/Engineering/CS)

Tools

Salesforce

HubSpot

Gainsight

Zendesk

Freshdesk

Job description

Role & responsibilities

• Own the end-to-end customer success journey for our US-based clients onboarding, adoption, retention, and growth.
• Act as the primary point of contact for key accounts, building strong, trust-based relationships with US customers.
• Understand the technical aspects of myfuel.ai's product deeply enough to hold credible, detailed conversations with customers and internal engineering teams.
• Translate customer feedback and technical issues into clear requirements for engineering, and translate engineering updates back into customer-friendly language.
• Groom, mentor, and lead a team of customer support executives setting priorities, reviewing performance, and building their skills.
• Design and continuously improve processes and playbooks that let the customer success function scale as the customer base grows.
• Track customer health metrics (usage, satisfaction, renewal risk) and proactively address issues before they elevate.
• Drive timely resolution of customer escalations by coordinating across support, engineering, and product teams.
• Represent the voice of the customer in internal planning and product discussions.
• Maintain a calm, organized, and solutions-oriented approach even under pressure or tight deadlines.

Preferred candidate profile

• 8–10+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally with software/SaaS products.
• Proven experience working directly with US-based clients, including comfort working US shift hours.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong technical aptitude — able to understand product architecture, APIs, integrations, or workflows well enough to have meaningful conversations with engineering teams.
• Demonstrated experience leading, mentoring, or managing a customer support/success team.
• A track record of building and scaling processes rather than just following them.
• Results-driven and tenacious, with a demonstrated ability to get things done quickly and effectively in a fast-paced, evolving environment.
• A calm, positive, can-do attitude, especially when handling escalations or ambiguous situations.
• Bachelor's degree in a relevant field (Business, Engineering, Computer Science, or equivalent experience).

Good to Have

• Prior experience in a startup or high-growth tech environment.
• Familiarity with CRM/customer success tools (e.g., Salesforce, HubSpot, Gainsight, Zendesk, Freshdesk).
• Experience setting up or improving customer success processes from the ground up.

What You'll Get

• The opportunity to build and lead a customer success function at a fast-growing company.
• Direct exposure to US enterprise customers and cross-functional collaboration with product and engineering.

A collaborative, high-ownership culture that values getting things done well and fast.