Customer Success Manager

We are seeking a highly driven Customer Success Manager with a strong blend of technical and business expertiseideally an MBA with a BE/Engineering degreeto join our fast-growing CMMS (Computerized Maintenance Management System) SaaS team. This role is pivotal in ensuring our customers achieve maximum value from our platform, leading to long-term retention, product adoption, and customer satisfaction.

Key Responsibilities
1) Customer Onboarding & Adoption
Lead end-to-end onboarding for new clients, including requirements discovery, configuration, data migration coordination, and training.
Develop tailored onboarding plans to ensure successful product adoption based on each customer's maintenance workflows.

2) Relationship Management
Build strong, trusted advisor relationships with key stakeholdersmaintenance managers, facility heads, plant engineers, and executives.
Serve as the primary point of contact for strategic accounts, ensuring proactive and timely communication.

3) Product Expertise & Guidance
Become a subject-matter expert in our CMMS platform and maintenance operations best practices.
Analyze customer usage data to provide insights and recommendations to optimize preventive maintenance, asset management, and work order processes.

4) Retention & Growth
Drive renewals by demonstrating clear ROI and value delivered.
Identify upsell/cross-sell opportunities by matching customer needs with product capabilities.

5) Support & Issue Resolution
Collaborate closely with Product, Engineering, and Support teams to resolve customer issues and ensure the voice of the customer is heard in product roadmaps.

Monitor customer health scores and intervene proactively to reduce churn.
Knowledge in English, Hindi and one Regional Language required