International Customer Success Manager

FieldAssist; Sohna; On-site; INR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Learning wallet

Global opportunities

Hybrid work

CultFit discount

Job summary

FieldAssist is seeking an experienced Customer Success Manager to drive satisfaction, adoption, retention, and growth for customers in the CPG SaaS space. The role demands hands-on implementation, on-ground project management, and strong cross-functional collaboration to deliver measurable outcomes.

The ideal candidate has 6+ years in customer-facing roles, experience with MBRs/QBRs, and proficiency in CRM platforms like Salesforce or Pipedrive; familiarity with supply chain workflows is a plus.

Qualifications

• 6+ years in Customer Success, Account Management, Implementation, or Project Management in a customer-facing setup.
• Experience in customer implementation, on-ground project execution, and stakeholder coordination.
• Proven track record with MBRs/QBRs and customer success metrics (NPS, CSAT).
• Experience collaborating with Product, Engineering, Marketing, Sales, and Delivery teams.
• Hands-on familiarity with CRM/ERP platforms (Salesforce, Pipedrive) or similar enterprise software.

Responsibilities

• Build and maintain strong relationships with existing customers and ensure high satisfaction and retention.
• Lead end-to-end customer implementation and on-ground project execution with clear timelines.
• Drive product adoption via training and best practices sharing.
• Plan and conduct MBRs and QBRs to review performance and align on improvements.
• Monitor NPS and CSAT, identify improvement areas, and drive customer experience initiatives.
• Act as primary contact for escalations and coordinate with teams for timely resolution.
• Collaborate across Product, Engineering, Marketing, Sales, and Delivery to resolve challenges.
• Drive renewals and identify upselling/cross-selling opportunities; support billing activities.
• Analyze customer data to identify trends and present actionable insights.

Skills

Customer Success

Account Management

Project Management

Stakeholder Coordination

CRM Platforms

Tools

Salesforce

Pipedrive

Job description

Customer Success Manager (CSM)

Job Location: Gurgaon / Mumbai / Bangalore
Experience: 6+ Years

About FieldAssist

FieldAssist is a leading SaaS platform specializing in optimizing Route-to-Market strategies and strengthening brand relationships within the CPG (Consumer Packaged Goods) ecosystem. With over 1,25,000 sales users representing 750+ CPG brands across 25+ countries in Southeast Asia, the Middle East, and Africa, we reach 25,000 distributors and 7.5 million retail outlets every day.

About the Role

We are looking for an experienced Customer Success Manager to drive customer satisfaction, product adoption, retention, and business growth. The ideal candidate will have strong experience in customer relationship management, implementation, on-ground project management, and cross-functional collaboration. This role involves working closely with customers and internal teams to ensure successful implementations, resolve challenges, improve customer experience, and deliver measurable business outcomes.

Key Responsibilities

1. Customer Relationship Management: Build and maintain strong relationships with existing customers, understand their business needs, and ensure high levels of customer satisfaction and retention.
2. Implementation & On-Ground Project Management: Drive end-to-end customer implementation, coordinate on-ground project execution, manage timelines and deliverables, and ensure smooth go-live and successful product adoption.
3. Customer Success & Product Adoption: Drive product usage and adoption by training customers, sharing best practices, and enabling their teams to become proficient and self-sufficient in using the platform.
4. MBR/QBR Management: Plan and conduct Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) to review performance, track business outcomes, identify gaps, and align on improvement plans and future goals.
5. Customer Experience (NPS/CSAT): Monitor Net Promoter Score (NPS) and Customer Satisfaction (CSAT), identify improvement areas, address customer concerns, and implement initiatives to enhance the overall customer experience.
6. Issue & Escalation Management: Act as the primary point of contact for customer escalations, coordinate with relevant teams, and ensure timely resolution of issues.
7. Cross-Functional Collaboration: Work closely with Product, Engineering, Marketing, Sales, and Delivery teams to resolve customer challenges, communicate feedback, support product improvements, and ensure seamless execution.
8. Account Growth & Renewals: Drive renewals, identify upselling and cross-selling opportunities, support billing-related activities, and increase revenue from existing accounts.
9. Business Insights & Reporting: Analyze customer performance and product usage data to identify trends, track key metrics, and present actionable insights through reports and business reviews.
10. Customer Advocacy: Identify opportunities to develop customer references, testimonials, and case studies in collaboration with the Marketing team.
11. Team Leadership: Lead, coach, and motivate team members, where applicable, to drive accountability, collaboration, and high performance.

Who Were Looking For

• 6+ years of relevant experience in Customer Success, Account Management, Implementation, or Project Management within a customer-facing environment.
• Strong experience in customer implementation, on-ground project execution, and stakeholder coordination.
• Proven experience conducting MBRs/QBRs and managing customer success metrics, including NPS and CSAT.
• Experience working with cross-functional teams across Product, Engineering, Sales, Marketing, and Delivery.
• Hands-on experience with CRM/ERP platforms such as Salesforce or Pipedrive, or other B2B enterprise software.
• Understanding of customer retention, product adoption, renewals, upselling, and account growth.
• Familiarity with supply chain processes, workflows, or the CPG industry is preferred.
• Basic knowledge of web technologies and concepts such as HTML, SQL, APIs, JSON, iOS, and Android platforms.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint.
• Strong communication, analytical, problem-solving, and project management skills.
• Ability to manage multiple customer engagements, drive execution, and deliver measurable outcomes.

Why Join FieldAssist?

• Continuous Learning: Learning wallet, workshops, and opportunities to upskill.
• Global Opportunities: Exposure to international markets as we expand globally.
• Innovative Mindset: Freedom to experiment, innovate, and learn.
• Health & Wellness: Benefits for you and your family, along with discounted CultFit memberships.
• Workplace Culture: Hybrid work environment, team collaboration, and exciting offsites.
• Inclusive Environment: A culture built on collaboration, respect, and trust.