Customer Success Manager

About the Role:

• We are looking for a Customer Success Manager who can own customer relationships, drive product adoption, improve retention, and identify expansion opportunities across existing accounts.
• The role requires someone who can manage strategic customer conversations, work closely with internal teams, handle escalations, drive renegotiation discussions, close upsell opportunities, and ensure customers are getting measurable value from ClickPost.
• Since ClickPost is moving towards an AI-first way of working, the person should be comfortable using AI tools to improve customer insights, account planning, reporting, follow-ups, and overall productivity.

Key Responsibilities:

• Own and manage a portfolio of customer accounts.
• Build strong relationships with key stakeholders across customer teams.
• Drive product adoption and ensure customers are using subscribed modules effectively.
• Track account health, identify risks early, and work towards reducing churn.
• Own renewals, and support billing and collections follow-ups along with the finance team.
• Identify cross-sell and upsell opportunities within existing accounts.
• Conduct regular business reviews and share actionable insights with customers.
• Handle escalations, difficult conversations, and customer dissatisfaction with maturity.
• Work closely with Product, Support, Onboarding, Sales and Finance teams to resolve customer requirements.
• Capture customer feedback and help influence product improvements.
• Drive customer advocacy, references and long-term account growth.

Requirements:

• 2+ years of experience in B2B SaaS, Customer Success, Account Management or Key Account Management.
• Comfortable using AI tools to improve productivity, customer analysis, reporting, communication, and account planning.
• Strong customer empathy with a clear focus on retention, revenue and growth.
• Good communication, presentation and stakeholder management skills.
• Ability to influence, negotiate and align internal and external stakeholders.
• Strong problem-solving ability and comfort with handling escalations
• Analytical and process-oriented mindset.
• Good Excel skills are required.
• Good PPT and business review preparation skills are preferred.
• Understanding of recurring revenue, renewals, product adoption and customer health metrics.
• Relevant Bachelor's degree; preferably in technology or related fields.

What You Can Expect:

• High ownership and autonomy in managing customer relationships.
• Opportunity to work closely with some of the largest e-commerce and retail brands.
• Fast-paced learning environment with exposure to SaaS, logistics and customer success.
• A transparent culture where people are encouraged to take initiative and drive impact.
• Competitive compensation with performance-linked bonus.

Perks & Benefits:

We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

• Competitive salary package with performance-based bonuses.
• Comprehensive health insurance coverage for you and your dependents.
• Flexible working hours with Hybrid work arrangement.
• Generous leave policy and time off.
• Continuous learning and professional development opportunities.
• Employee assistance program for mental health and well-being support.
• Supportive and inclusive work culture promoting diversity and collaboration.