Customer Success Manager

Customer Success Manager

Location: Hyderabad, India

Department: Customer Success

Employment Type: Full-time

About the Company

We are an AI-powered talent intelligence and recruitment technology company, offering a unified platform combining ATS, CRM, and HR tech capabilities to help staffing and talent acquisition teams hire smarter and faster.

Role Summary

We are looking for a proactive and customer-focused customer success manager to own the post-sales relationship with our clients. You will be responsible for driving product adoption, retention, and growth by ensuring customers achieve their desired outcomes using our platform.

Key Responsibilities

• Own the end-to-end customer lifecycle post-onboarding — adoption, engagement, renewal, and expansion.
• Build strong relationships with key stakeholders and act as the primary point of contact for assigned accounts.
• Conduct regular business reviews (QBRs) to demonstrate value delivered and identify growth opportunities.
• Monitor customer health scores, usage data, and engagement metrics to proactively identify risks and opportunities.
• Collaborate with Product, Support, and Sales teams to resolve customer issues and advocate for customer needs internally.
• Drive product adoption through training sessions, best-practice sharing, and enablement content.
• Identify upsell/cross-sell opportunities and work with Sales to convert them.
• Track and report on retention, churn, NPS/CSAT, and other key customer success metrics.
• Gather customer feedback and relay actionable insights to product and engineering teams.
• Create and maintain playbooks, FAQs, and success plans for different customer segments.

Required Skills & Qualifications

• 5-10 years of experience in Customer Success, Account Management, or a related client-facing role, preferably in a SaaS/B2B environment.
• Strong understanding of SaaS metrics (NRR, churn, CSAT/NPS, adoption rates).
• Excellent communication, presentation, and interpersonal skills.
• Experience with CRM/customer success tools (e.g., Salesforce, HubSpot, Gainsight, or similar).
• Strong problem-solving skills and ability to manage multiple accounts simultaneously.
• Prior experience in HR Tech / RecTech / staffing industry is a plus.
• Bachelor's degree required; MBA preferred but not mandatory.

Nice to Have

• Experience working with recruitment agencies, staffing firms, or HR platforms.
• Familiarity with APIs/integrations to speak knowledgeably with technical stakeholders.

What We Offer

• Competitive salary and performance-based incentives.
• Opportunity to work with a fast-growing AI/HR tech product company.
• Collaborative, growth-orientated work culture.