Customer Success Manager : IT B2G

People, Jobs, and News; New Delhi; Hybrid; INR 1,200,000 - 1,600,000; Full time

Job summary

A leading service provider in New Delhi is seeking a motivated Customer Success Manager to manage key relationships with governmental and enterprise customers in the APAC region. You will ensure customer success through adoption, satisfaction, and measurable business value while acting as the primary contact for renewals and growth. The ideal candidate has over 5 years of experience in Customer Success, strong communication skills, and a proven track record with government clients. This position offers a hybrid work model where you will be in-office three days a week.

Qualifications

• 5+ years in Customer Success or Account Management, preferably in a SaaS environment.
• Experience working with government customers.
• Exceptional communication and interpersonal skills.

Responsibilities

• Serve as the primary point of contact for assigned customers.
• Promote usage, adoption, and best practices through tailored onboarding.
• Manage customer sentiment and work with teams to ensure service quality.

Skills

Customer Success Management

Strong communication skills

Project management

Government customer engagement

Training and presentation skills

Tools

Salesforce

Job description

Customer Success Manager

Location: New Delhi, India (Hybrid – 3 days in-office per week)

Overview

We are looking for a highly motivated and customer‑focused Customer Success Manager (CSM) to join our team in the Delhi NCR region. In this role, you will manage key relationships with governmental and enterprise customers across the APAC region. Your mission is to ensure customer success through adoption, satisfaction, and measurable business value, while acting as the primary point of contact for renewals and growth.

Key Responsibilities

• Serve as the primary point of contact for assigned customers, managing all aspects of the relationship including technical issues, adoption, renewals, and growth opportunities.
• Ensure customers derive maximum value from the platform by promoting usage, adoption, and best practices through tailored onboarding, training, and feature introductions.
• Proactively manage customer sentiment, identify risks, and work with internal teams to ensure service quality meets or exceeds SLA expectations.
• Act as the voice of the customer internally, providing actionable feedback to influence product improvements and roadmap priorities.
• Partner with the Sales team to support upsell and cross‑sell opportunities and help drive business growth.
• Stay up to date on new features and capabilities, ensuring customers are effectively enabled and informed.
• Manage and prioritize multiple customer engagements and strategic projects simultaneously.

Requirements

• English Proficiency: Native English speaker with exceptional communication and interpersonal skills.
• Professional Experience: 5+ years of experience in Customer Success or Account Management, preferably within a SaaS company.
• Government Experience: 5+ years of proven experience working with government customers.
• Training & Presentation: Proven experience delivering training sessions and presentations to diverse and senior‑level audiences.
• Execution Skills: Strong project management skills and the ability to handle multiple priorities in a fast‑paced environment.
• Travel: Willingness to travel up to 30% of the time across the APAC region.

Advantages (Nice‑to‑Have)

• Maritime Background: Prior experience as a government employee in the maritime domain (e.g., Coast Guard, customs authorities, or maritime intelligence organizations).
• Education: Graduates of a naval military academy.
• B2G Expertise: Experience working with B2G customers, with an understanding of commercial and procurement processes.
• Technical Tools: Experience with Customer Success tools (e.g., Salesforce, CS platforms, helpdesk systems).
• Mindset: Self‑starter with strong analytical, problem‑solving, and organizational abilities.

Skills

Skill areas: B2G, customer, government, IT & business strategy alignment, B2G, Salesforce, SaaS, upsell, cross‑sell, CSM, APAC, management.