Customer Success Manager

• • Own the end-to-end onboarding journey for assigned customers.
  • Conduct customer kick-off meetings and establish implementation timelines.
  • Collaborate with Professional Services, Support, Sales, and Product teams to ensure smooth onboarding.
  • Track implementation milestones and proactively drive project completion.
  • Coordinate customer signoffs and Go-Live activities.
  • Ensure a seamless transition from implementation to Business-as-Usual (BAU).

• • Develop and execute customer success plans to drive product adoption and business outcomes.
  • Serve as the primary post-sales point of contact for assigned enterprise customers.
  • Build strong relationships with business and technical stakeholders through regular customer touchpoints and business reviews.
  • Monitor customer health, product usage, and adoption metrics; identify risks and recommend improvement plans.
  • Deliver customer enablement sessions and share best practices to maximize platform value.
  • Represent the voice of the customer by collaborating with Product and Engineering teams to communicate customer feedback and enhancement requests.

• • Monitor customer health and identify risks proactively.
  • Own customer escalations and coordinate with internal teams to ensure timely resolution.
  • Track support cases and communicate progress to customers.
  • Develop mitigation plans for at-risk accounts.
  • Ensure customers receive timely updates during critical incidents.

• • 4-5 years of overall experience, with atleast 2 years of experience in Customer Success, Technical Account Management, SaaS Account Management, or Enterprise Customer Support.
  • Proven experience managing enterprise customer accounts independently.
  • Experience working with B2B SaaS products is mandatory.
  • Experience in Cybersecurity, Endpoint Management, Vulnerability Management, or IT Operations will be an added advantage.

• • Good understanding of SaaS applications and cloud-based platforms.
  • Working knowledge of Windows and Linux operating systems.
  • Understanding networking concepts including TCP/IP, DNS, Firewalls, Proxy, VPN, and common networking protocols.
  • Ability to understand technical architecture and communicate effectively with technical stakeholders.
  • Familiarity with endpoint management or cybersecurity solutions is preferred.

• • Excellent verbal and written communication skills.
  • Strong stakeholder management and relationship-building skills.
  • Customer-first mindset with strong ownership and accountability.
  • Ability to manage multiple enterprise accounts simultaneously.
  • Ability to work effectively across cross-functional teams.
  • Strong presentation and customer-facing communication skills.
  • Ability to manage customer expectations and difficult conversations professionally.
  • Self-driven with the ability to work independently.

• • Bachelor s degree in engineering (BE/BTech), MCA, or an equivalent technical qualification.
  • MBA is preferred, particularly with a specialization in Information Systems.
  • Customer Success, ITIL, Project Management, or other relevant professional certifications will be an added advantage.

Required Skills