Customer Success Manager - IIM Jobs - Mumbai

Job Title: Senior Customer Success Manager

About the Role
We are looking for a proactive and customer-centric Customer Success Manager to drive client engagement, retention, and growth across the IIMJobs and Hirist platforms. The role involves managing relationships with corporate clients, ensuring successful adoption of our hiring solutions, maximizing customer value, and acting as a trusted advisor throughout the customer lifecycle.

Key Responsibilities:-

• Own and manage a portfolio of enterprise and mid-market clients using IIMJobs and Hirist hiring solutions.
• Drive client onboarding, platform adoption, and utilization to ensure achievement of hiring objectives.
• Drive engagement depth by enabling recruiter action and, where a client is not yet self-serving, creating value directly through curated sourcing and shortlists until usage becomes organic.
• Grow our share of each client’s senior hiring footprint, benchmarking against the client’s activity on competing platforms.
• Build strong relationships with HR leaders, Talent Acquisition teams, and business stakeholders.
• Conduct regular business reviews to showcase value delivered, hiring outcomes, and platform performance.
• Identify opportunities for account growth, renewals, upselling, and cross-selling of products and services.
• Monitor customer health metrics and proactively address risks impacting customer satisfaction or retention.
• Collaborate with Sales, Pre-Sales, Product, Marketing, and Operations teams to resolve client issues and enhance customer experience.
• Gather customer feedback and provide actionable insights to internal teams for product and process improvements.
•  Ensure timely resolution of client queries, escalations, and service requests.
• Track and report key success metrics including adoption, retention, renewal rates, and customer satisfaction scores.

Desired Candidate Profile:-

• 4 to 6 years of experience in Customer Success, Account Management,
• High ownership mindset with a focus on customer outcomes.
• Strong stakeholder management and relationship-building skills.
• Excellent communication, presentation, and consultative problem-solving abilities.
• Experience managing B2B clients and driving customer retention and growth.
• Ability to analyze data, derive insights, and present recommendations to customers.
• Comfort engaging senior talent acquisition and business leaders on mid-senior and leadership hiring.
• Prior experience in recruitment, HR tech, or digital platforms will be an added advantage.

Key Success Metrics:-

• Client Retention & Renewal Rate
• Platform Adoption & Engagement depth
• Relationship quality: business reviews and client testimonials
• Client satisfaction and service standards (CSAT and SLA adherence)

Why Join Us?

• Opportunity to work with India's leading premium hiring platforms.
• Exposure to top recruiters, HR leaders, and enterprise clients.
• High-growth environment with strong learning and career advancement opportunities.
• Collaborative culture focused on innovation and customer success.