Customer Success Manager

Role: Customer Success Manager - Scaled Success

Location: India

Work Mode: Bangalore

Experience: 3-7 Years

Working Days: Monday to Friday

Shift: 6:30 PM TO 3:30 AM

Employment Type: Full-time

About the Role:

We are looking for a Customer Success Manager to join our Scaled Customer Success team and manage a high-volume portfolio of smaller customers through a digital-led, one-to-many success model.

You will manage approximately 70 customer accounts, helping customers drive product adoption, achieve measurable business value, and maintain long-term relationships. The role combines consultative customer success with scalable digital engagement through webinars, digital campaigns, office hours, success plays, and proactive customer outreach.

This opportunity is ideal for someone who is organized, analytical, customer-focused, and comfortable managing multiple accounts independently while working with customers and internal teams across different time zones.

Key Responsibilities:

- Own a portfolio of approximately 70 customers, driving adoption, engagement, retention, and customer value.

- Engage customers through a combination of one-to-one and one-to-many interactions, including digital campaigns, webinars, office hours, in-app guidance, and success programs.

- Understand customer objectives and recommend standard product methodologies, processes, and configurations to maximize product adoption.

- Execute scalable customer success activities such as onboarding support, adoption check-ins, customer health reviews, renewal-readiness outreach, and product adoption campaigns.

- Monitor customer health, product usage, and engagement data to identify churn risks and expansion opportunities.

- Lead customer conversations ranging from digital check-ins to business reviews, presenting data-driven recommendations and performance insights.

- Respond to inbound customer requests efficiently while prioritizing and escalating critical issues when required.

- Analyze customer data to identify trends, anomalies, adoption gaps, and opportunities for improvement.

- Communicate the business value of recommended solutions and improvements to customers.

- Gather customer feedback and share actionable insights with Product and other internal teams.

- Maintain accurate documentation related to customer configuration, usage, satisfaction, and potential churn.

- Act as a strong customer advocate while aligning customer needs with organizational objectives.

- Collaborate with cross-functional teams across different regions and time zones to execute customer success strategies.

- Meet performance objectives related to adoption, retention, engagement, customer satisfaction, and portfolio health.

- Continuously develop and maintain strong technical knowledge of the organization's SaaS products and offerings.

Required Skills & Experience:

- Bachelor's degree in any relevant discipline.

- 3-7 years of experience in Customer Success, Customer Support, Account Management, or another client-facing role.

- Excellent written and verbal English communication skills, with confidence communicating with US-based customers.

- Hands-on experience with a SaaS, CMMS, or similar technology platform.

- Strong problem-solving and systems-oriented approach.

- Ability to quickly learn and maintain knowledge of SaaS products and processes.

- Strong analytical skills with the ability to interpret customer data, identify trends and anomalies, create basic reports and visualizations, and communicate insights clearly.

- Excellent project and time-management skills with the ability to manage a large portfolio of accounts.

- Comfortable conducting virtual presentations, customer meetings, business reviews, and webinars.

- Strong attention to detail and documentation skills.

- Customer-focused mindset with the ability to handle challenging conversations with empathy.

- Self-driven and comfortable working independently in a remote environment.

- Ability to work effectively with teams and customers across different time zones.

- Adaptable, open to feedback, and committed to continuous improvement.

- Strong team player who actively contributes to knowledge sharing and best practices.

- Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.

- Willingness to complete and pass a product knowledge assessment after onboarding.

Preferred Skills & Experience:

- Experience in a scaled, digital, or tech-touch Customer Success model.

- Experience managing a high-volume customer portfolio.

- Familiarity with CRM and Customer Success platforms such as Gainsight, Salesforce, Zendesk, or Pendo.

- Experience supporting US or global customers from an offshore/global delivery environment.

- Experience in facilities management, procurement, finance, or related industries.

- Experience with service management or facilities management software.

Tools & Systems:

You may work with tools and platforms such as customer success management platforms, CRM systems, customer support/ticketing platforms, communication and collaboration tools, Microsoft Office Suite, project management and issue-tracking tools, and SaaS/service automation platforms.

Working Hours:

This is a remote position based in India, supporting customers primarily during US business hours.

Expected shift: Approximately 6:30 PM to 3:30 AM IST, Monday to Friday.

The exact working hours may vary by approximately one hour depending on US daylight-saving time.

No weekend work.

Candidates must have reliable high-speed internet, a quiet and professional work environment, and the ability to consistently work during the required shift.

How Success Will Be Measured:

Performance will be evaluated through a balanced set of Customer Success metrics, including customer retention, revenue retention, product adoption, customer health-score coverage, customer satisfaction (CSAT), Net Promoter Score (NPS), response and resolution times, customer engagement and portfolio coverage, completion of customer success activities and health checks, and timely execution of business reviews and success programs.

What We're Looking For:

We are looking for someone who is customer-obsessed, analytical, organized, and proactive.

If you enjoy solving customer problems, working with data, managing multiple priorities, learning technology products, and building meaningful customer relationships at scale, this could be a great opportunity for you.

Skills

Customer Success, Account Management, Customer Experience, SaaS