Customer success Manager - SAAS

Tech Mahindra; Pune District; On-site; INR 800,000 - 1,200,000; Part time

Job summary

Tech Mahindra is seeking a Customer Success Manager for a 6-month contract to drive retention and ensure successful adoption of our SaaS solutions. The role is on-site in Pune, requiring strong stakeholder management and problem-solving under pressure.

You will work with sales, product, and support teams, leverage CRM tools like Salesforce and Gainsight, and communicate effectively with senior leadership to resolve critical issues and maintain high customer satisfaction.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Escalation Management, or similar B2B roles.
• Experience working within a SaaS / Cloud-based product environment.
• Strong stakeholder management across technical and business audiences.
• Excellent verbal and written communication skills with ability to engage senior leadership.
• Proven ability to manage high-pressure situations and critical customer issues.

Skills

Customer Success

Account Management

SaaS/Cloud

Stakeholder Management

Communication

CRM Tools

Salesforce

Gainsight

Problem Solving

Analytical Thinking

Tools

Salesforce

Gainsight

Job description

Customer success manager - SAAS

Work Type: Contract (6 months)

Work mode: WFO

Immediate joiners only

Skills:

Mandatory Skills & Experience

• 3+ years of experience in Customer Success, Account Management, Escalation Management, or similar B2B roles
• Experience working within a SaaS / Cloud-based product environment
• Strong stakeholder management skills across technical and business audiences
• Excellent verbal and written communication skills with ability to engage senior leadership
• Proven ability to manage high-pressure situations and critical customer issues
• Hands-on experience with CRM and customer success tools such as Salesforce, Gainsight or similar platforms
• Strong problem-solving, analytical, and decision-making capabilities
• Ability to manage multiple priorities simultaneously and operate in a structured manner
• Experience in driving governance cadence and structured issue resolution frameworks

Preferred Skills

• Ability to work in US (EST) business hours
• Prior experience in HR, Payroll, or HCM domain
• Exposure to AI tools, automation, and digital technologies
• Experience working in global delivery or offshore models
• Strong presentation skills for executive-level reporting
• Experience handling enterprise customers and large accounts
• Certifications in Customer Success, ITIL, Agile or Program Management (preferred but not mandatory)

Core Competencies

• Customer-centric mindset with focus on experience and retention
• High emotional intelligence and ability to de-escalate tense situations
• Strong ownership and accountability
• Collaborative and cross-functional working style
• Structured thinking and problem-solving approach
• Attention to detail and strong organisational skills
• Ability to influence without authority