Customer Success Manager

NymbleUp · India

Experience: 2+ years | Employment Type: Full-time | Location: Mumbai (Hybrid)

About NymbleUp

NymbleUp is a B2B SaaS company building technology for the retail and restaurant industry. Our platform helps large, multi-location businesses optimize workforce planning, employee scheduling, task and audit management, and store operations.

We work with leading enterprise and mid-market brands across India and Southeast Asia, helping them improve operational efficiency through technology, automation, and data-driven insights.

Position Overview

We are looking for a Customer Success Manager who can bridge the gap between our technology and our customers. The ideal candidate will combine strong technical understanding with excellent communication and client-handling skills.

You will work closely with customers to drive product adoption, resolve technical and operational challenges, manage escalations, and ensure customers derive measurable value from NymbleUp's solutions. The role requires someone who is comfortable understanding technical concepts such as APIs, databases, integrations, and data flows while communicating effectively with both technical and non-technical stakeholders.

Key Responsibilities

• Customer Relationship & Success Management: Own relationships with a portfolio of customers and serve as a trusted point of contact throughout the customer lifecycle. Understand customer requirements, proactively address concerns, and ensure a high-quality customer experience.
• Technical Troubleshooting & Issue Resolution: Understand and troubleshoot customer issues involving APIs, databases, integrations, data flows, configurations, and product workflows. Work closely with Product and Engineering teams to identify root causes and drive issues through to resolution.
• Customer Onboarding & Product Adoption: Support customers during onboarding, implementation, configuration, and product training. Help customer teams understand the platform and identify opportunities to improve product adoption and usage.
• Client Communication & Escalation Management: Communicate technical issues, resolutions, timelines, and product updates clearly to customer stakeholders. Take ownership of escalations, manage expectations, and ensure timely follow-through until closure.
• Cross-functional Collaboration: Work closely with Product, Engineering, Sales, and Operations teams to resolve customer challenges and translate customer requirements into clear internal action items. Ensure customer feedback is effectively communicated to the relevant teams.
• Customer Insights & Product Feedback: Monitor customer usage, identify adoption gaps and recurring challenges, and proactively recommend solutions. Gather structured customer feedback and contribute insights that can help improve the product and customer experience.
• Documentation & Continuous Improvement: Maintain accurate documentation of customer requirements, issues, resolutions, and key interactions. Contribute to building internal knowledge bases, troubleshooting guides, and processes that improve the efficiency of the Customer Success function.

Required Qualifications

• 2+ years of experience in Customer Success, Technical Support, Implementation, Solutions, Technical Account Management , or a similar customer-facing technology role.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field . The role is not open for BBA, BCom, BMS or any other non-technical field.
• Strong understanding of APIs, databases, integrations, data flows, and basic technical troubleshooting .
• Prior experience working with B2B SaaS products is strongly preferred.
• Ability to understand technical problems, investigate them logically, and collaborate effectively with Product and Engineering teams.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical stakeholders.
• Ability to manage multiple customers and priorities simultaneously, ensuring timely and successful customer outcomes. 
• Willingness to travel to client sites or attend customer events if required and work from office (Vikhroli, Mumbai).