Customer Success Manager — Knit-i

Counton; Coimbatore District; On-site; INR 500,000 - 900,000; Full time

Job summary

Counton in India is seeking a Customer Success professional to strengthen relationships with textile factory owners and shop-floor teams, ensuring issues are understood, tracked, and resolved. You will record complaints, assign owners, and confirm closure while promoting value of Knit-i.

The role requires travel to customer factories, experience in textile/industrial environments, and a proactive, persistence-driven approach to escalation and expansion from a few machines to full floor

Qualifications

• Experience in customer success, technical support, service coordination, account management, or B2B industrial sales.
• Textile factory experience is a strong plus — knitting or weaving, QC, production or industrial engineering.

Responsibilities

• Build working relationships with owners, production and quality managers, maintenance teams and operators.
• Listen, record complaints, understand impact and urgency, assign the right owner and confirm closure with the customer.
• Track service visits, pending actions and repeat issues — and elevate blockers instead of just forwarding messages.
• Check that systems are used properly and that customers see the benefit they expected.
• Spot expansion from a few machines to a full floor, and build the case with results, user confidence and decision-maker feedback.
• Keep issue logs, account plans, owners, deadlines and the expansion pipeline up to date.

Skills

Customer success experience

Technical support

Account management

B2B industrial sales

Textile industry experience

Job description

Help knitting mills get consistent value from Knit-i, close issues fast and build trust with factory teams — then turn successful first deployments into larger rollouts. Customer Success owns the relationship and drives closure. Service Engineers own the hands-on technical work. The two work as one team.

What you will do

• Build working relationships with owners, production and quality managers, maintenance teams and operators.
• Listen, record complaints, understand impact and urgency, assign the right owner and confirm closure with the customer.
• Track service visits, pending actions and repeat issues — and elevate blockers instead of just forwarding messages.
• Check that systems are used properly and that customers see the benefit they expected.
• Spot expansion from a few machines to a full floor, and build the case with results, user confidence and decision-maker feedback.
• Keep issue logs, account plans, owners, deadlines and the expansion pipeline up to date.

Who we are looking for

• Experience in customer success, technical support, service coordination, account management, application engineering or B2B industrial sales.
• Textile factory experience is a strong plus — especially knitting or weaving, QC, production or industrial engineering.
• Comfortable with owners and shop-floor teams; organised and persistent — you follow up until the customer confirms it is fixed.
• Commercial mindset: you can ask for the next order without damaging trust — and never promise what the team hasn't confirmed.
• Willing to travel to customer factories.