Customer Success Manager - Commercial

Multiplier · India

Job Overview

We are looking for a Customer Success Manager (Pooled Model) to support a large portfolio of SSB and scaled customers through a low-touch, support-assisted success motion . This role focuses on driving customer outcomes, adoption, and retention at scale, while leveraging Support, automation, and self-service as primary engagement channels.

As a pooled CSM, you will not own a fixed book of named accounts. Instead, you will manage customer success by segment and lifecycle stage , stepping in proactively at key moments while ensuring customers get the most value from the platform.

What You’ll Do

Scaled Customer Success

• Support a pooled set of SSB customers through a low-touch, tech-enabled CSM motion .
• Drive adoption, value realization, and retention using structured playbooks and lifecycle journeys.
• Proactively engage customers at key moments such as onboarding, early usage, risk signals, and renewals.

Support-Led Engagement

• Work closely with Customer Support as the primary customer interaction channel .
• Monitor support signals, trends, and escalations to identify adoption blockers or churn risks.
• Step in for CSM-led interventions when customers need strategic guidance beyond support.

Customer Lifecycle Ownership

• Execute onboarding, adoption check-ins, QBR-lite engagements, and renewal support in a scalable manner.
• Manage customer health using data, usage insights, and support interactions.
• Identify at-risk customers and run proactive recovery motions.

Cross-Functional Collaboration

• Partner with Product, Support, and Operations teams to surface recurring issues and improvement opportunities.
• Contribute to the creation of scalable playbooks, in-product guidance, and self-serve resources.

Documentation & Enablement

• Help build and maintain customer-facing and internal documentation including FAQs, best practices, and success guides.
• Share feedback to improve processes, tooling, and automation.

What You’ll Bring

• 3–6+ years of experience in Customer Success, Account Management, or Support-led roles within a SaaS environment.
• Experience working with scaled, pooled, or low-touch customer models .
• Strong understanding of customer lifecycle management and adoption frameworks.
• Ability to analyze data and signals to prioritize proactive engagement.
• Excellent communication skills with the ability to guide customers efficiently and clearly.
• Comfortable working closely with Support teams and handling multiple customers simultaneously.
• Organized, self-driven, and process-oriented.

What Success Looks Like

• High retention and healthy adoption across a large SSB customer base.
• Minimal reactive firefighting due to proactive lifecycle management.
• Clear, repeatable playbooks that scale customer success efficiently.
• Strong collaboration between Customer Success and Support teams.