Customer Success Manager (India)

TolaData; India; A distancia; INR 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Be part of making a value-driven产品 a成功

End-to-end ownership of a growing port

Descripción de la vacante

TolaData is seeking a mid-level Customer Success Manager to own end-to-end relationships for a portfolio of accounts in India and remote markets. You will steer onboarding, adoption, renewals, and expansion for our SaaS platform used by non-profits and development clients.

You will collaborate with funders, NGOs and international development clients across time zones, ensuring platform value, data quality and user training. Fluency in English required.

Formación

• 3 to 5 years of working experience with non-profits, impact investors, the international development sector, NGOs, foundations, philanthropies, and public sector organizations
• Minimum of 3 years of experience in MEL/M&E/MEAL in the international development sector
• Experience owning client relationships end-to-end — renewals, account growth, and customer success for a SaaS product or software solution
• Has been involved in the implementation of digital projects in the international development sector and has project management experience
• Proficiency in Office 365 and Google Suite
• Proficiency in using AI tools, and a genuine aptitude for learning new platforms quickly

Responsabilidades

• Lead end-to-end onboarding for a portfolio of accounts in India and relevant markets
• Advise clients on structuring M&E data within the TolaData platform
• Configure TolaData according to logframes, data collection methods and data flows
• Design guides and training materials tailored to client needs
• Deliver customized software training sessions based on client profile
• Manage onboarding to offboarding processes for clients

Descripción del empleo

Customer Success Manager (remote, India / full-time)

Key info

• Job location: remote in India
• Employment relationship: full time (40 hours/week)

If you have questions about the role or the application process, please email us at [e-mail] .

About us

TolaData ( www.toladata.com ) is a socially driven tech company that provides a web-based Software as a Service (SaaS) product developed for the not-for-profit, international cooperation and social impact sectors to support program management, monitoring & evaluation (M&E) and impact reporting. TolaData is part of Athena Infonomics group ( www.athenainfonomics.com ).

We are a growing brand in the sector with over 110 clients around the world and across all continents. Our clients include INGOs, donors, government bodies, foundations, social enterprises, alliances, educational institutions, local and community organisations, research bodies, and more.

Our main office is in Berlin, Germany and we have team members in Hanover/Germany, Amman/Jordan, Nairobi/Kenya, US, and across India. We are a closely-knit team that values our fantastic work environment and supportive team culture. We are passionate about delivering great services for our clients around the world while we support their development, humanitarian, and impact-driven programs in general.

The role

We’re looking for a mid-level customer success professional to take end-to-end ownership of a portfolio of TolaData’s accounts in India and other relevant markets — from onboarding through adoption, renewal, and expansion. You will support achieving the commercial outcomes of your portfolio: retention, renewals, and growth revenue. The portfolio will evolve and grow as we scale, and you will help shape how TolaData serves its clients. You’ll work directly with funders, NGOs and international development clients, helping them get the most out of our platform from their first day onward. Success in this role will be measured by portfolio retention, platform adoption, and expansion revenue.

Key responsibilities

Client Onboarding / Providing Digital Solutions for Impact Monitoring

• Lead and/or support new clients through a structured, phased onboarding process, ensuring key milestones and timelines are met
• Advise clients on how to best structure their M&E data within the platform, offering practical, well-considered solutions
• Use your M&E background to support clients on how to configure TolaData according to their logframes, data collection methods and data flow
• Design bespoke guides and training materials tailored to each client’s needs on impact monitoring
• Prepare and deliver customized software training sessions based on client profile and use case
• Ensure a smooth, professional offboarding process for clients concluding their engagement

Account Ownership & Growth

• Build and nurture strong, long-term relationships with client contacts
• Monitor client engagement and identify opportunities to increase platform adoption
• Customer health tracking and proactive churn prevention
• Own renewal negotiations end-to-end and pursue expansion opportunities, with accountability for the retention and growth of your portfolio
• Escalate client-reported issues to the development team, maintaining clear communication with clients until resolution
• Handle data privacy and security awareness based on client location, especially Indian clients
• Manage invoicing and contract administration for your accounts in line with internal and client-specific requirements

Business Development Support (as needed)

• Support BD and Sales team with product pitches and demos to prospective clients
• Host webinars and Q&A sessions to showcase new features
• Help develop sales and business development material

Profile

• Strong organizational skills and attention to detail
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences
• Comfort working directly with Indian and potentially international clients across different time zones and contexts
• Fluency in English; other languages are a plus
• Experience with digital impact monitoring and/or data collection tools
• 3 to 5 years of working experience with non-profits, impact investors, the international development sector, NGOs, foundations, philanthropies, and public sector organizations
• Minimum of 3 years of experience in MEL/M&E/MEAL in the international development sector
• Experience owning client relationships end-to-end — renewals, account growth, and customer success for a SaaS product or software solution
• Has been involved in the implementation of digital projects in the international development sector and has project management experience
• Proficiency in Office 365 and Google Suite
• Proficiency in using AI tools, and a genuine aptitude for learning new platforms quickly

Additional experience and skills that are nice to have

• Sensitivity for cross-cultural communication
• Coding or data science skills
• Experience in conducting trainings

Our offer

• Be part of making a value-driven product a success
• End-to-end ownership of a growing portfolio of our most important accounts
• Be part of an international team
• Flat hierarchies in a small team with a great working environment