Customer Success Manager

Location: Hyderabad, TL

Experience: 4 to 8 years in customer success roles

Role Summary

We're looking for a proactive, process-driven Customer Success Manager to own and scale post-sales customer experience across onboarding, retention, and revenue growth. This role is critical in ensuring customer health, reducing churn, and building a scalable CS function in our B2B SaaS, service-led environment.

Key Responsibilities

• Onboarding & Enablement
• Lead structured onboarding for new clients, in collaboration with Product & Tech.
• Build reusable training resources, workflows, and success plans.
• Customer Retention & Health
• Proactively monitor customer health scores and usage metrics.
• Run regular check-ins, QBRs, and build success playbooks.
• Design and manage CSAT/NPS feedback loops.
• Issue Resolution & Escalation Handling
• Act as ...