Job Description

About Linemate


Linemate is a WhatsApp-based Frontline Operations Platform that helps companies manage and run day-to-day operations for deskless and frontline teams. By meeting employees where they already are, Linemate enables faster communication, smoother execution, and better operational outcomes.


The Role


We’re looking for a Customer Success Manager to own end-to-end customer relationships in a fast-paced B2B SaaS environment. You’ll manage a portfolio of customers across onboarding, adoption, support, upsell, and renewal - while working closely with product and tech teams to continuously improve the platform.

This role requires someone who is analytical, proactive, and comfortable owning outcomes .


What you will do


  • Own a portfolio of B2B customers with full accountability for retention, satisfaction, and growth
  • Manage the entire customer lifecycle : onboarding, adoption, issue resolution, upsell, cross-sell, and renewals
  • Act as the primary point of contact for customers post-sale
  • Analyze customer usage and performance using Excel / Google Sheets to identify risks and opportunities
  • Drive upsell and cross-sell through strong product understanding and customer insight
  • Work closely with product and tech teams to resolve issues and improve the platform
  • Capture customer feedback and translate it into actionable inputs for internal teams
  • Maintain clear documentation of customer interactions and next steps


What you bring


  • 2+ years of experience in Customer Success in a B2B SaaS company (mandatory)
  • Strong analytical skills and hands-on experience with Excel / Google Sheets
  • Proven experience managing customers end-to-end, not just support or onboarding
  • Clear, confident communication skills
  • Highly organized, proactive, and comfortable working in a startup environment
  • Ability to understand product workflows and explain them simply to customers
  • Ability to translate client requirements into clear feature requests for internal teams.


What we offer


  • Competitive salary
  • Opportunity to join a fast-growing, VC-backed startup at an early stage
  • High ownership and direct impact on customer retention and revenue
  • Exposure to senior leadershid
  • Hybrid work setup (20% onsite in Gurgaon, remainder remote)


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