Customer Success Manager

Team Computers · Maharashtra, India

Position: Customer Success Manager

Location: Andheri, Mumbai

Industry: IT Services and Consulting

Experience Required: 2+ Years

Skills: Customer Success Management, Customer Relationship Management, Customer Lifecycle Management, Renewal Management, Upselling, Cross-selling, Churn Prevention, Account Management, Customer Retention, Customer Onboarding, Customer Adoption, Cloud Computing, Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), Google Workspace, Managed Cloud Services, Cross-functional Collaboration, CRM (Salesforce, HubSpot, Freshworks), Communication Skills, Presentation Skills, Problem-solving, Analytical Skills, Reporting and Analytics, and Enterprise Customer Management.

Regarding Us:

We provide complete IT solutions from creating IT Infrastructure to managing IT Infrastructure to Enabling Businesses with Applications to helping companies with better business decisions using Business Intelligence.

Team offers end-to-end solutions to customers covering wider solutions such as Business Intelligence, ERP enterprise solutions, Google Cloud Solutions, Facility Management Services, Software Projects/development, PC Hardware and Software, Breakfix, etc.

We understand customer needs and identify, integrate, and support high-quality, low-cost IT Solutions with speed, flexibility and an attitude of 'sewa'.

About the Role:

We are looking for a proactive and customer-focused Customer Success Manager (CSM) to manage post-sales customer relationships for our Cloud Business Unit. The ideal candidate will ensure successful adoption of cloud solutions, drive customer satisfaction and retention, identify growth opportunities, and serve as a trusted advisor throughout the customer lifecycle.

The CSM will work closely with Sales, Pre-Sales, Delivery, Support, and Cloud OEM partners (AWS, Microsoft Azure, Google Cloud, Google Workspace) to maximize customer value and achieve business objectives.

Key Responsibilities:

• Own the end-to-end post-sales customer lifecycle for assigned accounts.

• Build and maintain strong relationships with key customer stakeholders.

• Drive onboarding, implementation coordination, adoption, and value realisation of cloud services.

• Conduct regular Business Reviews (QBRs/MBRs) with customers.

• Monitor customer health, usage trends, and overall satisfaction.

• Identify risks proactively and develop mitigation plans to prevent churn.

• Ensure timely resolution of customer issues by coordinating with the Delivery and Support teams.

• Work with customers to understand evolving business requirements and recommend suitable cloud solutions.

• Identify opportunities for upselling, cross-selling, renewals, and expansion.

• Collaborate with Sales during renewal cycles and commercial discussions.

• Track renewal pipeline and ensure timely contract renewals.

• Maintain accurate customer information, renewal dates, and engagement activities in CRM.

• Gather customer feedback and share actionable insights with internal stakeholders.

• Drive customer advocacy through reference programs, testimonials, and case studies.

• Stay updated on AWS, Azure, Google Cloud, Google Workspace, AI, Security, Backup, and Managed Cloud Services.

Required Skills:

• Strong customer relationship management skills.

• Excellent communication and presentation abilities.

• Good understanding of cloud technologies and managed services.

• Knowledge of AWS, Microsoft Azure, Google Cloud Platform (GCP), and Google Workspace.

• Experience in customer lifecycle management.

• Problem-solving and stakeholder management skills.

• Ability to coordinate across multiple cross-functional teams.

• Strong analytical and reporting capabilities.

• Experience using CRM tools (Freshworks, Salesforce, HubSpot, etc.).

• Ability to manage multiple enterprise customers simultaneously.

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