Customer Success Manager

SHI Solutions India Pvt. Ltd. · Andhra Pradesh, India

Job Description

Job Title: Customer Success Manager - NOC/SOC/Networking

Location: Hyderabad, India

Employment Type: Full-Time

Shift: General Shift

Role Summary

We are seeking an experienced Customer Success Manager (CSM) to manage strategic customer relationships for SHI's NOC/SOC Managed Services portfolio. This customer-facing role is responsible for driving customer satisfaction, service adoption, retention, and business growth while acting as the trusted advisor for enterprise clients.

The ideal candidate will have 5-6 years of dedicated Customer Success experience in B2B IT environments, preferably supporting Managed Services, NOC, SOC, Networking, Cloud, or Cyber Security customers. The successful candidate will collaborate with cross-functional teams to ensure service excellence, proactively mitigate churn, and translate technical service outcomes into measurable business value for executive stakeholders.

Key Responsibilities

• Own the end-to-end customer lifecycle, including onboarding, adoption, customer engagement, renewals, and expansion.
• Build trusted relationships with customer stakeholders and serve as the primary point of contact for strategic accounts.
• Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews, presenting service performance, business outcomes, and improvement plans.
• Monitor customer health metrics, including Customer Health Score, CSAT, NPS, SLA compliance, MTTD, and MTTR, and proactively identify risks.
• Drive customer retention by developing success plans and executing churn mitigation strategies.
• Partner with NOC, SOC, Service Delivery, Project Management, Sales, and Technical teams to ensure seamless service delivery and issue resolution.
• Analyze service consumption reports and operational metrics to identify optimization opportunities and recommend improvements.
• Identify opportunities for renewals, cross-selling, and up-selling while ensuring customers maximize the value of SHI's managed services.
• Manage customer escalations, coordinate action plans, and ensure timely communication throughout the resolution process.
• Stay current with industry trends and SHI service offerings to provide strategic guidance and recommendations to customers.

Job Requirements

Required Skills & Experience

• 5-6 years of dedicated Customer Success experience in a B2B IT services or Managed Services environment.
• Experience supporting enterprise customers in NOC, SOC, Managed Services, Networking, Cloud, or Cyber Security domains.

Strong Understanding Of:

• Customer Lifecycle Management
• Customer Health Scoring
• Quarterly Business Reviews (QBRs)
• Customer Adoption & Retention
• Churn Mitigation
• Net Revenue Retention (NRR)
• Working knowledge of IT service management concepts, including:
• ITIL Framework
• Service Level Agreements (SLAs)
• MTTD & MTTR
• CSAT & NPS
• Incident & Problem Management
• Excellent communication, presentation, and stakeholder management skills, with the ability to engage C-level executives.
• Strong analytical, problem-solving, and customer advocacy skills.

Preferred Qualifications

• ITIL Foundation Certification
• Cisco (CCNA/CCNP)
• Microsoft Azure Certifications
• AWS Cloud Certifications
• Network or Cyber Security Certifications

Preferred Qualifications

• ITIL Foundation Certification
• Cisco (CCNA/CCNP)
• Microsoft Azure Certifications
• AWS Cloud Certifications
• Network or Cyber Security Certifications