{"id":2983285,"url":"https://alion.io/job/quick-drycleaning-customer-success-manager","title":"Customer Success Manager","company":{"id":4420492,"name":"Quick Drycleaning","domain":"quickdrycleaning.com","url":"https://alion.io/company/quickdrycleaning","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Noida, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":4500,"max_usd":11500,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-22T20:50:54Z","board_verified":true,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":31},"description":"Opportunity\nAs a Customer Success Manager (Junior), your primary goal is to ensure that customers continue to actively use the platform after onboarding, achieve consistent value, and remain retained over time.\nYou will be responsible for managing a large portfolio of single-store customers, driving regular usage, identifying early signs of drop-offs, and ensuring customers continue to engage with the platform effectively.\nThis role goes beyond support. It involves proactively monitoring customer behavior, driving adoption, resolving usage gaps, and contributing to customer retention and long-term value realization.\nResponsibilities\nBe the primary point of contact for assigned customers after onboarding, ensuring a smooth transition from go-live to regular platform usage.\n\nDrive consistent product usage by monitoring customer activity, following up regularly, and ensuring customers continue to use the platform effectively in their day-to-day operations.\n\nUnderstand each customer’s basic business workflow and goals, and ensure they are able to derive ongoing value from the platform.\n\nProactively identify early signs of risk such as low usage, reduced activity, or inactivity, and take necessary actions to re-engage customers.\n\nWork closely with the Onboarding and Support teams to resolve customer issues quickly and ensure continuity in usage.\n\nEnsure timely renewals by maintaining regular engagement with customers and addressing concerns before renewal cycles.\n\nIdentify simple upsell opportunities within your portfolio, such as additional features or modules, and coordinate with the relevant teams to drive conversions.\n\nCapture customer feedback, recurring issues, and common feature requests, and share structured inputs with Product and Engineering teams.\n\nMaintain accurate records of customer interactions, usage patterns, and follow-ups in internal systems.\n\nSupport initiatives to build customer advocacy by identifying satisfied customers for testimonials, referrals, and case studies.\n\nWhat you can expect in the next 12 months\n\nWithin 1 month\nYou should have built a strong understanding of the laundry/dry cleaning domain, the QDC product, and the customer success processes we follow.\n\nYou will spend time at a live laundry store to understand real operational workflows and how customers use the product in day-to-day operations.\n\nYou are expected to build strong internal alignment by interacting with cross-functional teams including onboarding, support, sales, and product to understand how different functions contribute to the customer journey.\n\nYou should begin managing a small set of customers, focusing on monitoring usage, maintaining regular communication, and ensuring customers remain active on the platform.\n\nYou will start supporting the renewal process by tracking upcoming renewals, understanding customer status, and coordinating with peers to ensure timely follow-ups.\n\nWithin 3 months\nYou should be able to independently manage the assigned customer portfolio, ensuring regular engagement, consistent usage, and timely follow-ups, with minimal dependency on peers.\n\nYou will actively identify and work on opportunities for account growth within your portfolio, such as additional feature adoption or basic upsell opportunities, in coordination with the relevant teams.\n\nYou are expected to contribute to process improvements by identifying recurring issues, inefficiencies, and gaps in customer success workflows, and actively participating in discussions to refine and improve them.\n\nYou should be able to independently handle a wide range of product-related queries and customer scenarios, resolving most issues without escalation.\n\nYou will consistently track customer activity, engagement, and renewal timelines, and ensure that key milestones such as renewals, usage benchmarks, and follow-ups are achieved on time.\n\nYou are expected to proactively identify and re-engage inactive or low-usage customers within your portfolio.\n\nWithin 6 months\nYou should be independently managing your assigned customer portfolio, ensuring consistent product usage, high engagement levels, and timely renewals.\n\nYou will define and work towards expansion targets for your portfolio, identifying opportunities to increase account value through feature adoption, additional modules, or account growth.\n\nYou are expected to take ownership of specific initiatives to improve customer success processes, identify gaps, and drive improvements in onboarding-to-success transitions, usage tracking, or renewal workflows.\n\nYou will provide structured and actionable feedback to Marketing, Sales, Support, Product, and Engineering teams based on customer interactions, recurring issues, and opportunities to improve product adoption and customer experience.\n\nYou are expected to consistently meet retention and expansion targets defined for your portfolio.\n\nWithin 12 months\nYou should be consistently delivering strong outcomes across your portfolio, including high retention, improved customer engagement, and achievement of expansion targets.\n\nYou will take ownership of customer success performance metrics, track trends across your portfolio, and present insights and actionable recommendations to improve retention, usage, and growth.\n\nYou are expected to lead key initiatives to improve customer success processes, including usage tracking, renewal management, and customer engagement strategies, driving measurable improvements.\n\nYou will collaborate closely with cross-functional teams including Product, Engineering, Sales, Marketing, and Support to influence priorities based on customer insights and business impact.\n\nYou will actively contribute to team growth by participating in hiring, mentoring junior team members, and sharing best practices to improve overall team performance.\n\nYou may take ownership of a segment, a strategic set of accounts, or lead a small group of Customer Success Managers to drive consistent outcomes and scalability.\n\nWhat an ideal candidate looks like\nYou have 1-3 years of experience in a customer-facing role such as Customer Success, Account Management, Support, Onboarding, or Operations, with a strong focus on execution and follow-through.\n\nYou are highly action-oriented and comfortable managing a large portfolio of customers, ensuring consistent engagement, follow-ups, and usage without losing track of priorities.\n\nYou demonstrate strong problem-solving ability and take ownership of identifying issues in customer usage and driving them to resolution without constant supervision.\n\nYou are able to quickly understand a software product, its workflows, and how it is used in real-world business scenarios, and can guide customers in a simple and structured manner.\n\nYou are comfortable handling customers who may be unresponsive, confused, or resistant, and are able to push conversations forward while maintaining professionalism.\n\nYou possess strong communication skills, with the ability to explain concepts clearly, listen actively, and maintain consistent and effective customer interactions.\n\nYou are organized and process-driven, capable of managing multiple accounts simultaneously while tracking usage, renewals, and follow-ups in a structured way.\n\nYou think in terms of outcomes and metrics, focusing on customer retention, active usage, and reduction in inactive accounts rather than just completing tasks.\n\nYou are coachable, adaptable, and open to feedback, with a willingness to continuously improve both your performance and customer success processes.\n\nYou are comfortable working in a fast-paced environment and can adapt to changing priorities and business 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