Customer Success Manager (HR Transformation)

Darwinbox; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Darwinbox, a fast-growing HR tech platform, is seeking a Customer Success Manager (HR Transformation) in Bengaluru. You will drive strategic success and transformation of HR systems, acting as a bridge between business needs and technology to deliver measurable outcomes in workforce management.

You will focus on improving customer engagement, product adoption, renewals, and identify cross-sell and upsell opportunities to maximize value, while collaborating with sales, marketing, and product

Qualifications

• Experience in customer success in HR or HCM space with a proven track record of driving outcomes and identifying cross-sell opportunities.
• Adaptability to fast-moving, evolving environments balancing strategy and execution.
• Proven ability to identify and execute cross-sell/upsell opportunities contributing to revenue.
• Ability to analyze and interpret customer success metrics to drive results.
• Experience building and maintaining relationships with key stakeholders, internally and externally.

Responsibilities

• Optimize Customer Success Processes: use tools to improve efficiency and outcomes for customers.
• Customer Advocacy & Engagement: curate case studies, testimonials, and references to highlight success stories.
• Boost Product Adoption: develop strategies to increase usage aligned with HR SaaS needs.
• Cross-sell and Upsell: identify opportunities to expand product usage within existing accounts.
• Maximize Renewals: drive strategies that maximize renewals and long-term partnerships.
• Collaborate Across Teams: work with sales, marketing, and product to ensure a seamless customer experience.
• Client Relationship Management: build trusted relationships with key stakeholders and influence product improvements.

Skills

Customer Success

Sales Acumen

Data‑Driven

Stakeholder Management

Adaptability

Job description

Customer Success Manager (HR Transformation) Bengaluru, Karnataka, India ..+ 1 4 - 8 Years Full-time

Job Description

Darwinbox- one ofAsia’s fastest Unicorns based out of DIFC, Dubai - is a mobile-first,AI-enabled cloud-based HR platform that partners with enterprises to unlocktheir HR potential. They automate an organization’s HR needs across the entirehire-to-retire employee lifecycle from Recruitment, Onboarding, Coretransactions (Leave, attendance & Payroll) to engagement, PerformanceManagement and People Analytics.

They support 800+global enterprises covering 2+million employees across 143 countries (e.g., Nivea,Starbucks, Sephora, Zara, and AXA, along with Ghassan Aboud, Al Zayani,Property Finder, EFS Facilities Services, Jashanmal, Alinco, Lulu Group in theregion). With marquee investors including the likes of Microsoft, Salesforce,Sequoia, TCV- they are the only Asian origin vendor on Gartner’s Magic Quadrantand are rated the highest globally at 4.8/5 Gartner’s customer review platform-Peer Insights.

About the Role

We are seeking a Customer Success Manager to play a critical role in driving the strategic success and transformation of HR systems. You will serve as a bridge between business needs and technology, leveraging your expertise to drive impactful outcomes in workforce management. You will focus on improving customer engagement, product adoption, and ensuring long-term partnerships, while also identifying cross-sell and upsell opportunities to maximize customer value.

Key Responsibilities

Optimize Customer Success Processes: Leverage innovative tools and technologies to enhance the efficiency and effectiveness of customer success processes, driving improved outcomes for customers.

Customer Advocacy & Engagement: Curate compelling case studies, testimonials, and references to highlight customer success stories and ensure continuous engagement.

Boost Product Adoption: Develop and execute strategies to enhance product usage and adoption tailored to HR SaaS needs.

Cross-sell and Upsell: Identify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, increasing customer lifetime value.

Maximize Renewals: Drive strategies that maximize customer renewals and foster long-term partnerships by understanding customer needs and aligning solutions.

Collaborate Across Teams: Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and a unified product roadmap.

Client Relationship Management: Build and maintain trusted relationships with key stakeholders, using client feedback to influence product innovation and enhancements.

Qualifications

Experience: Minimum 6+ years of experience in customer success or a similar role within the HR or HCM space, with a proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities.

Adaptability: Ability to thrive in a fast-paced, evolving environment while balancing strategic thinking and execution.

Sales Acumen: Proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue.

Data-Driven: Ability to analyze and interpret customer success metrics, making informed decisions that drive results.

Stakeholder Management: Experience in building and maintaining relationships with key stakeholders, both internally and externally.