Customer Success Manager (CSM) - Bengaluru

We are looking for a proactive and dynamic Customer Success Manager (CSM) with a strong background in CX product environments and a solid understanding of BPO operations. As a CSM, you will be the primary point of contact for our clients, ensuring successful onboarding, adoption, and ongoing satisfaction with our solutions. You will act as a trusted advisor, advocate for client needs, and play a critical role in client retention and growth.

• Own the post-sale customer relationship, ensuring successful onboarding, product adoption, and overall satisfaction.
• Understand clients business objectives and map them to our CX solutions to achieve measurable outcomes.
• Proactively monitor account health and usage metrics, identifying and addressing risks to drive retention and renewals.
• Collaborate with cross-functional teams (Product, Sales, Support, and Operations) to ensure client needs are met.
• Drive customer engagement through QBRs, product roadmap sessions, and success planning.
• Lead process improvement initiatives and influence best practices within customer organizations using insights from BPO and CX experience.
• Identify opportunities for upselling and cross-selling in collaboration with the sales team.
• Document customer feedback and advocate for customer needs in internal planning and product development.

• Minimum 5 years of experience in a Customer Success , Account Management, or similar client-facing role in the CX product domain .
• Prior experience working in or with BPOs is essential, with a strong understanding of operational workflows and metrics.
• Strong understanding of CX tools, SaaS products, and customer journey mapping.
• Exceptional communication, problem-solving, and stakeholder management skills.
• Ability to analyze data and metrics to inform decision-making and demonstrate value.
• Self-motivated, organized, and able to manage multiple client relationships simultaneously.

• Experience with tools like Zendesk, Freshdesk, Salesforce, Gainsight, or similar CX/CRM platforms.
• Exposure to global clients and the ability to manage expectations across time zones.
• Knowledge of CS methodologies like Success Planning, Health Scoring, and Lifecycle Management.

• Work with cutting-edge CX solutions to transform digital engagement.
• Be part of a collaborative and high-performance team culture.
• Growth opportunities in a fast-scaling business environment.