Walk-in | Customer Relationship Manager

Evanik Networks Noida; Sector 10; On-site; INR 600,000 - 900,000; Full time

Job summary

Evanik Networks Noida is seeking a Customer Success Manager to own the end-to-end customer journey after onboarding and ensure ongoing value from Evanik’s ecommerce platform. You will drive engagement, retention and renewals by building trusted relationships and addressing client needs.

You will coordinate with Product, Support, Sales and Finance to resolve issues, promote product adoption and identify expansion opportunities while maintaining a proactive, customer-centric approach.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, Client Servicing, Relationship Management or B2B SaaS.
• Experience managing multiple business customers/accounts is advantageous.
• Familiarity with ecommerce, marketplace operations or seller technology is preferred.

Responsibilities

• Own the customer journey post onboarding and drive satisfaction, engagement and renewals.
• Build and maintain strong relationships, understand customer needs and expectations.
• Coordinate with internal teams to resolve issues and ensure timely follow-ups.
• Monitor usage and value delivery, encourage feature adoption and expansion.
• Conduct regular reviews, manage renewals and identify upsell opportunities.
• Act as the voice of the customer and contribute to process improvements.

Skills

Customer Success

Account Management

Relationship Management

B2B SaaS

Job description

About Evanik Networks

Evanik Networks is a leading ecommerce technology and solutions company started in 2016 helping online sellers manage and grow their marketplace business across platforms such as Amazon, Flipkart, Meesho, Myntra and other major marketplaces. Our solutions enable sellers to streamline order management, reconciliation, accounting, profitability analysis, claims, inventory and marketplace operations through technology and data-driven insights.

We are looking for a Customer Success Manager (CSM) who can take ownership of the customer journey and ensure that every customer receives consistent value from our platform and services.

Role Overview

As a Customer Success Manager, you will be the primary point of contact for a portfolio of customers after onboarding. Your role will go beyond resolving support queries you will be responsible for customer satisfaction, engagement, retention and renewals. The ideal candidate should be someone who enjoys interacting with customers, understands their business challenges, takes ownership of problems and proactively works towards solutions. You will act as a trusted business advisor to customers, helping them get maximum value from Evanik while identifying opportunities to strengthen relationships and renew subscriptions.

Key Responsibilities

1. Customer Experience & Relationship Management

• Own the overall customer relationship and experience throughout the customer lifecycle.
• Build strong, professional and long-term relationships with customers.
• Understand customer requirements, business challenges and expectations.
• Conduct regular customer connects to review usage, concerns, outcomes and opportunities.
• Ensure customers feel heard, supported and valued.
• Maintain proactive communication rather than waiting for customers to raise issues.

2. Customer Retention & Renewals

• Take ownership of customer retention and renewal targets.
• Identify customers at risk of churn and proactively work on recovery plans.
• Track upcoming renewals and initiate conversations well in advance.
• Understand the reason behind non-renewals and address the underlying concerns.
• Demonstrate the value delivered by Evanik to support renewal conversations.
• Identify opportunities for upgrades, additional modules and expansion wherever relevant.
• Maintain strong engagement with existing customers to improve renewal rates.

3. Problem Solving & Issue Resolution

• Act as the first level of ownership for customer concerns and escalations.
• Understand the root cause of issues rather than simply passing queries to another team.
• Coordinate with Product, Support, Tech, Accounts and other internal teams to drive resolution.
• Follow up internally until the issue is completely resolved.
• Keep customers updated proactively on the status of critical issues.
• Identify recurring customer issues and suggest improvements to prevent repetition.
• Handle difficult conversations calmly and professionally.

4. Product Adoption & Value Delivery

• Help customers understand and effectively use Evanik's features and solutions.
• Encourage customers to adopt relevant features/modules that can improve their business operations.
• Identify gaps in product adoption and proactively guide customers.
• Conduct periodic reviews to ensure customers are receiving measurable value from the platform.
• Share relevant product updates, improvements and best practices with customers.

5. Account Management

• Maintain accurate customer records, interactions, commitments and follow-ups.
• Track customer health, engagement, pending issues and renewal status.
• Ensure timely follow-up on all customer commitments.
• Coordinate customer calls, reviews and product demonstrations when required.
• Escalate critical accounts or risks to management with appropriate context and proposed solutions.

6. Cross-functional Collaboration

• Work closely with Support, Sales, Product, Technology, Finance and Operations teams.
• Represent the voice of the customer internally.
• Share customer feedback and recurring requirements with the relevant teams.
• Ensure smooth handover and coordination between teams wherever required.

What We Are Looking For

The ideal candidate is someone who:

• Thinks "How can I solve this?" rather than "Whose responsibility is this?"
• Takes complete ownership of customer issues until closure.
• Can build relationships beyond transactional support.
• Is comfortable having renewal and commercial conversations with customers.
• Can identify early signs of customer dissatisfaction or churn.
• Is proactive, organized and strong with follow-ups.
• Can balance customer satisfaction with business objectives.
• Is confident, empathetic and professional in customer interactions.
• Has a strong sense of accountability and urgency.

Key Performance Indicators (KPIs)

Performance will be measured on:

• Customer Retention Rate
• Renewal Rate
• Renewal / Revenue Target Achievement
• Customer Engagement
• Customer Satisfaction
• Churn / At-risk Account Reduction
• Issue Resolution & Closure
• Response and Follow-up Discipline
• Product Adoption / Account Growth
• Customer Escalation Management

Preferred Experience

• 3-5 years of experience in Customer Success, Account Management, Client Servicing, Relationship Management or B2B SaaS.
• Experience managing multiple business customers/accounts will be an advantage.
• Experience in ecommerce, SaaS, marketplace operations or seller technology is preferred but not mandatory.