Customer Success Manager

CareerXperts Consulting · India

The Customer Success Manager will own the customer relationship post-sale, ensuring customers achieve measurable value from the product or service. The role involves building strong relationships, driving adoption, identifying growth opportunities, and working closely with internal teams to resolve customer needs.

Key Responsibilities

• Own a portfolio of customers and build strong, long-term relationships.
• Drive onboarding, product adoption, engagement, and customer retention.
• Understand customer goals and translate them into actionable success plans.
• Conduct regular customer reviews and track key success metrics.
• Identify risks, address concerns, and proactively prevent churn.
• Work with Sales, Product, Support, and Engineering teams to resolve customer issues.
• Identify upsell and cross-sell opportunities where relevant.
• Gather customer feedback and communicate insights to internal teams.
• Maintain accurate customer records, health scores, and success plans.

Requirements

• 3–7 years of experience in Customer Success, Account Management, Client Success, or a similar role.
• Strong communication, relationship-building, and stakeholder management skills.
• Experience working with B2B/SaaS customers is preferred.
• Ability to understand customer needs and turn them into practical solutions.
• Strong ownership, problem-solving, and follow-through.
• Comfortable working with customer data, CRM tools, and success metrics.