Customer Success Manager – CRM/CX

About the Role

We are looking for an experienced and passionate Customer Success Manager (CSM) to join our growing Customer Experience and CRM Practice. The CSM will play a pivotal role in driving user adoption, engagement, and retention across our SaaS product ecosystem, ensuring every customer achieves measurable business outcomes through digital transformation. This role requires a blend of strategic advisory capability and operational excellence, with a deep understanding of CRM, CX, and Collaboration platforms. The CSM will work closely with Account Managers, Solution Consultants, and Partner Teams to maximize customer value, cross-sell and upsell opportunities, and ensure a consistent “signature customer experience” marked by satisfaction, loyalty, and growth.

What You'll Do

• •Own and manage a portfolio of 100+ mid-market customers or 20–30 enterprise accounts, ensuring their success across CRM, CX, and productivity solutions.
• •Drive user adoption and maturity of SaaS product usage by guiding customers through onboarding, enablement, and continuous value realization.
• •Collaborate with Account Managers to identify cross-sell and upsell opportunities, contributing to revenue expansion within existing accounts.
• •Serve as the trusted business advisor—helping customers leverage technology for process optimization, automation, and digital transformation success.
• •Proactively monitor customer health scores, engagement patterns, and usage metrics to prevent churn and improve satisfaction.
• •Drive continuous improvement in Customer Satisfaction (C-SAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
• •Develop and execute Customer Success Plans (CSPs) tailored to client goals, industry challenges, and technology maturity.
• •Partner with internal teams (Delivery, Product, Marketing) and external technology partners to resolve escalations and enhance customer experience.
• •Conduct business reviews, value assessments, and executive presentations to demonstrate ROI and long-term strategic value.
• •Champion CXGRIT and customer-first culture by fostering empathy, accountability, and responsiveness across teams.
• •Contribute to best practices, playbooks, and frameworks that define excellence in Customer Success Management.

What We're Looking For

• •5+ years of Customer Success or Account Management experience, preferably in SaaS, CRM, CX, or Collaboration platforms.
• •Proven track record managing mid-market or enterprise customer portfolios with measurable outcomes in retention, growth, and satisfaction.
• •Strong understanding of CRM systems (Salesforce, Dynamics, HubSpot, CRMStudio), CX suites, and Work Management platforms like Asana, artsheet, or Monday.com.
• •Deep knowledge of Digital Transformation frameworks, customer lifecycle management, and change adoption strategies.
• •Experience managing C-SAT, NPS, and CES programs—translating insights into actionable improvement plans.
• •Excellent communication, problem-solving, and relationship-building skills with executive presence and customer empathy.
• •Strong analytical mindset with ability to interpret usage data, trends, and KPIs to inform business decisions.
• •MBA (Marketing, Technology, or Strategy) with a technical undergraduate background such as B.Tech/BE in Computer Science or MCA.
• •Experience working with customers in India and international markets, across diverse industries and business models.
• •Ability to collaborate with partners and OEMs to deliver superior customer experience and joint success outcomes.

Nice to Have

• •Opportunity to shape and lead Customer Success strategies across a diversified SaaS and CRM/CX portfolio.
• •A high-impact role reporting directly to the Chief Customer Officer (CCO) with visibility across leadership and clients.
• •Competitive compensation with performance-linked incentives tied to retention, growth, and satisfaction metrics.
• •Access to leading collaboration platforms (Asana, Smartsheet, CRMStudio) and AI-based engagement insights.
• •Collaborative, customer-obsessed culture where people and partnerships drive success.
• •A purpose-driven workplace focused on creating lasting relationships, measurable impact, and signature experiences.

What We Offer

•Familiarity with Customer Success tools (Gainsight, Totango, Planhat, or Catalyst).

•Knowledge of AI-driven engagement and automation tools that enhance customer experience and predict churn.

•Experience building customer advocacy programs, reference case studies, or loyalty campaigns.

•Exposure to Partner Ecosystems (Microsoft, Asana, Smartsheet, Salesforce, or similar) and co-managed customer relationships.

•Certification in Customer Success Management, Agile, or Design Thinking for CX.