Customer Success Manager (Mumbai)

CleverTap Pte Limited; Mumbai; On-site; INR 1,500,000 - 1,900,000; Full time

Job summary

CleverTap is hiring a Customer Success Manager in Mumbai to own adoption and value realization for Enterprise and Key accounts. You will develop success plans, translate objectives into CleverTap use cases, and drive product adoption using data-driven strategies.

You will lead ROI-focused QBRs/EBRs, identify risks, and build strong executive relationships while collaborating with Sales, Onboarding, Support, and Product teams to ensure long-term retention and growth.

Qualifications

• 4+ years in marketing or related field and 2+ years B2B SaaS customer success or customer management experience
• Bachelor’s / Master degree in Computer Science, Information Technology, Marketing, Business, or related fields
• Strong business acumen to translate customer objectives into platform growth opportunities
• Data-driven mindset with dashboards, analytics to track adoption and outcomes
• Excellent executive communication skills to present QBRs/EBRs to executives

Responsibilities

• Own customer adoption, value realization, and business outcomes for Enterprise and Key accounts
• Develop and execute customer success plans aligned to business goals and KPIs
• Translate customer objectives into scalable CleverTap use cases and growth strategies
• Drive product adoption through data-driven insights, enablement, and best practices
• Analyze dashboards, campaigns, funnels, and product usage to deliver actionable recommendations
• Lead QBRs/EBRs focused on ROI, business impact, and growth opportunities
• Proactively identify customer risks and mitigate to improve retention
• Build trusted relationships with business and executive stakeholders
• Partner cross-functionally with Sales, TAMs, Onboarding, Support, and Channel Specialists
• Maintain accurate account documentation, success plans, and Salesforce hygiene

Skills

Customer Success

B2B SaaS

Data analytics

Executive communication

Relationship building

Education

Bachelor's / Master degree in CS/IT/Marketing/Business

Tools

Salesforce

Job description

About the Role:

As a Customer Success Manager at CleverTap, you'll play a critical role in ensuring customers achieve measurable business outcomes through the platform. And owning adoption, value realization, and long-term retention across a portfolio of accounts. You'll have the opportunity to shape how customers grow with the platform and directly influence retention and revenue metrics that matter to the business.

What will you do :

• Own customer adoption, value realization, and business outcomes for Enterprise and Key accounts.
• Develop and execute customer success plans aligned to business goals and KPIs.
• Translate customer objectives into scalable CleverTap use cases and growth strategies.
• Drive product adoption through data-driven insights, enablement, and best practices.
• Analyze dashboards, campaigns, funnels, and product usage to deliver actionable recommendations.
• Lead QBRs/EBRs focused on ROI, business impact, and growth opportunities.
• Proactively identify customer risks and execute mitigation plans to improve retention.
• Build trusted relationships with business and executive stakeholders.
• Partner cross-functionally with Sales, TAMs, Onboarding, Support, and Channel Specialists to deliver customer success.
• Maintain accurate account documentation, success plans, and Salesforce hygiene.

What are we looking for ?

Must Have:

• Overall 4+ years of experience in marketing or related field and, 2+ years of B2B SaaS customer success or customer management experience
• Bachelor’s / Master degree in Computer Science, Information Technology, Marketing, Business, or related fields.
• Strong business acumen with ability to understand customer objectives and translate them into platform growth opportunities
• Data-driven mindset with ability to work with metrics, dashboards, and analytics to track adoption and drive outcomes
• Excellent executive communication skills with ability to build relationships beyond daily users and present compelling QBRs/EBRs

Good to have :

• Experience with CDP, marketing automation, or customer engagement platforms
• Familiarity with analytics tools, segment logic, funnel analysis, and journey mapping
• Experience partnering with cross-functional teams including technical, product, and channel specialists in complex environments

Measures of Success :

• Net Revenue Retention and expansion opportunities sourced from your portfolio
• Product Adoption Score improvement and percentage of accounts with active, documented success plans
• Customer health improvement and at-risk account recovery rate
• Successful QBR/EBR delivery and customer case studies/testimonials generated

Who will you report to: Director Customer Success

Why join us

• Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.
• Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.
• Flourish in an Environment that Nurtures Growth and Curiosity

Learn More

Get to know us better before you apply!

Check out our product documentation, engineering blog, and customer stories to see how we work and what we value.

• CleverAI
• CleverTap Developer Documentation
• Blogs
• TesseractDB
• CleverTap Product Demo

About CleverTap

CleverTap is the world's leading AI-first, all-in-one customer engagement and retention platform, redefining how brands build lasting customer relationships in the Agentic era. Powered by its proprietary CleverAI Decisioning Engine and the Agentic Universe, CleverTap enables autonomous, real-time decision-making that helps organizations deliver 1:1 individualized experiences at scale while maximizing ROI.

Its unified platform brings together an AI-native Personalization Engine, automated Journey Orchestration, its proprietary Customer Data Platform – TesseractDB, and deep customer and product analytics to power truly intelligent, self-optimizing engagement across channels including mobile, web, email, SMS, WhatsApp, and more. By seamlessly connecting data, insights, and activation, CleverTap ensures every interaction is contextual, coordinated, and conversion-driven.

Recognized as a Leader in the 2026 Gartner Magic Quadrant for Personalization Engines and a Strong Performer in The Forrester Wave, CleverTap is at the forefront of the shift from campaign-led marketing to agent-led growth. Trusted by more than 2,000 global brands including IKEA, Tesco, Burger King, Levi's, Decathlon, Domino's, 7-Eleven, Jio, Grab, Carousell, and Emirates NBD, CleverTap helps businesses drive measurable growth through meaningful, autonomous customer engagement.

Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap has 600+ employees across offices in the US, the Middle East, Asia, and LATAM.

For more information, visit https://clevertap.com/ or follow us on Linkedin and X.

Join us in shaping the future of engagement.

CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.