Senior Manager – Customer Success

Serosoft; Indore District; On-site; INR 2,500,000 - 4,200,000; Full time

Benefits offered by this job

Learning & Growth

Cutting-Edge Technologies

Global Opportunities

5 Days a Week

Group Health Insurance

Open Door Policy

Beautiful Office in Indore

Job summary

Serosoft, India’s leading Educational ERP software company, seeks a Senior Manager – Customer Success to lead the CS function and ensure customer satisfaction, product adoption, retention, and long-term growth.

You will manage key relationships, resolve escalations, and collaborate with Product, Tech, Implementation, Support, and Sales teams to deliver an exceptional customer experience. 8+ years of relevant experience is required.

Qualifications

• 8+ years in Customer Success, CRM or similar roles.
• Experience leading CS, Support or Account teams.
• Experience with ERP, SaaS or Enterprise Software.
• Experience in Education domain is a plus.

Responsibilities

• Lead and mentor the Customer Success team to ensure high performance and customer satisfaction.
• Build and maintain relationships with key stakeholders and senior leadership at client organizations.
• Drive customer satisfaction, product adoption, engagement, retention, and overall account health.
• Conduct regular customer reviews to understand objectives, challenges, product usage, and improvement opportunities.
• Proactively identify customer risks and manage critical escalations to ensure timely resolution.
• Monitor customer accounts, product usage, and key success metrics to identify opportunities for growth.
• Identify opportunities for upselling and cross-selling with internal teams.
• Collaborate with Product, Technology, Implementation, Support, and Sales to resolve issues and improve the customer experience.
• Represent the voice of the customer internally and drive continuous improvement in products and processes.
• Establish and improve Customer Success processes, reporting, and KPIs.
• Track and analyze data including product adoption, satisfaction, tickets, and health.
• Travel to client locations for strategic meetings and escalations as needed.

Skills

Leadership

CRM skills

Communication

Analytical thinking

Escalation management

Cross-functional collab

Account growth

Stakeholder management

Negotiation

Education domain

Education

Bachelors/Masters in Engineering or IT

ERP/SaaS experience preferred

Tools

Jira

Freshdesk

Zendesk

Salesforce

Zoho CRM

Job description

India’s leading Educational ERP Software company, a Deloitte Fast 50 Company and ET Growth Champion, Serosoft is looking for a dynamic and customer-focused Senior Manager – Customer Success to lead the Customer Success function and drive customer satisfaction, product adoption, retention, and long‑term customer growth. The role will be responsible for managing key customer relationships, leading the Customer Success team, resolving critical escalations, and working closely with internal teams to deliver an exceptional customer experience.

Key Responsibilities

• Lead, mentor, and manage the Customer Success team to ensure high performance and customer satisfaction.
• Build and maintain strong relationships with key stakeholders and senior leadership at client organizations.
• Drive customer satisfaction, product adoption, engagement, retention, and overall account health.
• Conduct regular customer reviews to understand business objectives, challenges, product usage, and improvement opportunities.
• Proactively identify customer risks and manage critical escalations to ensure timely resolution.
• Monitor customer accounts, product usage, and key success metrics to identify opportunities for improvement and growth.
• Identify opportunities for upselling and cross‑selling in collaboration with relevant internal teams.
• Work closely with Product, Technology, Implementation, Support, and Sales teams to resolve issues and improve the overall customer experience.
• Represent the voice of the customer internally and drive continuous improvement in products, processes, and services.
• Establish and improve Customer Success processes, reporting, and key performance metrics.
• Track and analyse customer data, including product adoption, customer satisfaction, ticket trends, and account health.
• Travel to client locations as required for strategic meetings, relationship management, critical escalations, and other business requirements.

Education & Experience

• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Technology, Business Administration, or a related field.
• 8+ years of overall experience in Customer Success, Client Relationship Management, Account Management, Consulting, or similar customer‑facing roles.
• Experience in leading or managing a Customer Success, Support, Account Management, or Client Services team.
• Experience with ERP, SaaS, or Enterprise Software is preferred.
• Experience in the Education domain will be an added advantage.

Skills

• Strong leadership and team management skills.
• Excellent customer relationship and stakeholder management abilities.
• Strong communication, presentation, negotiation, and influencing skills.
• Excellent analytical, problem‑solving, and decision‑making abilities.
• Ability to manage complex customer issues and escalations effectively.
• Strong understanding of customer retention, product adoption, customer satisfaction, and account growth.
• Experience with CRM and ticketing tools such as Jira, Freshdesk, Zendesk, Salesforce, Zoho CRM, or similar platforms.
• High level of ownership, accountability, and customer orientation.
• Ability to work effectively with multiple cross‑functional teams.

What We Offer?

• Learning & Growth: We support your professional development at every step.
• Cutting-Edge Technologies: Engage in pioneering and innovative projects.
• Global Opportunities: Expand your horizons & work on international assignments.
• Exciting Events & Outings: Enjoy vibrant celebrations and team activities.
• Best of Breed Compensation: Competitive pay that rewards your skills & contributions.
• 5 Days a Week: Embrace a healthy work-life balance.
• Group Health Insurance: Your health and well‑being are our priority.
• Open Door Policy: Your ideas and feedback are always welcome.
• Beautiful Office in Indore: Work in India’s cleanest city, right in the heart of it!

Join our dynamic team and be part of an innovative company where your efforts will directly shape the future of global education, empowering you to drive meaningful impact and be part of an inspiring growth journey.