Customer Success Manager | Bangalore

Full Time

Job Description - Customer Success Manager

About Us

Tesseract Learning Pvt. Ltd. is a global learning solutions provider with a strong focus on digital learning transformation. Our flagship SaaS learning platform, KREDO , empowers organizations to enhance learner engagement, knowledge retention, and measurable business impact. We are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Manager (CSM) . In this role, you will ensure that our clients achieve maximum value from our solutions by driving adoption, building strong relationships, and guiding them to meet their business objectives.

Key Responsibilities

Client Relationship Management Guidance

• Act as the trusted advisor and primary point of contact for assigned clients.

• Build and maintain strong relationships with key client stakeholders at all levels.

• Ensure customer satisfaction and long-term retention.

Onboarding, Training Implementation

• Lead structured onboarding programs to ensure clients are fully prepared.

• Deliver custom training sessions, webinars, workshops enabling smooth adoption of KREDO.

• Provide guidance and support throughout the implementation phase.

Enablement, Engagement Adoption

• Partner with clients to define success metrics and track ROI.

• Develop engagement plans to drive product adoption and learner participation.

• Monitor usage patterns, identify risks, and proactively recommend solutions.

Support Escalation Management

• Identify, resolve customer issues, differentiating between bugs, functionalities, enhancements.

• Collaborate with product and technical teams to ensure timely issue resolution.

• Provide regular updates and insights to both clients and internal stakeholders.

Upskilling Continuous Enablement

• Conduct retraining and enablement sessions post go-live.

• Share best practices, success stories, and innovative use cases to maximize value.

• Create learning resources based on implementation contingencies.

Strategic Partnership Growth

• Collaborate with Business Development and Sales to identify upsell and cross-sell opportunities.

• Advocate for customers needs internally and influence the product roadmap.
• Contribute to customer retention and account expansion strategies.

Skills Competencies

1. Excellent verbal and written communication skills:
   This includes versatile writing and seamless conversation with native American speakers, native English speakers and English speakers from the APAC and ME regions.
2. Strong analytical, problem-solving, and stakeholder management abilities.
3. Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel) and CRM tools (e.g., Zoho).
4. Ability to manage multiple clients and priorities simultaneously.
5. Self-motivated, adaptable, and proactive with a customer-first mindset.
6. Receptive to coaching, feedback, and continuous improvement.

Education Experience

• Bachelor s degree in Business, Engineering, Management, or a related field.

• 2-5 years of experience in Customer Success, Account Management, or client-facing roles (SaaS/EdTech preferred).

• Strong presentation and interpersonal skills.

• Demonstrated ability to drive adoption and customer satisfaction.

Essentials for Success

• Commitment to delivering quality outcomes and customer value.

• Positive, intuitive, and solution-oriented approach.

• Team player with a collaborative mindset.

• Quick learner with the ability to adapt to dynamic situations.

• Punctual, dependable, and accountable.

Other Details

• Location : Remote flexibility but based on business requirements coming to office is a must and critical at times.

• Employment Type : Full-time.

• Probation : Initial 6 months, with evaluation for confirmation.

• Leave Policy : As per company norms (no personal leave allowed in the first 6 months except in emergencies).

• Critical : Immediate Joiners Preferred