Customer Success Manager

Role & responsibilities

Customer Success Manager B2B SaaS | Growth & Retention

Company: GRD (Getting Recruitments Done), an initiative of ABACUS Consultants
Location: Jaipur | Full-Time | Work from Office
Experience: 58 Years
Reporting To: Founder / Business Head

About GRD

GRD is an emerging B2B SaaS platform developed by ABACUS Consultants, an established recruitment organization with over 20 years of industry experience.

GRD helps MSMEs, recruitment agencies and corporate hiring teams improve recruitment outcomes through better hiring planning, accountability, candidate tracking, follow-ups, performance monitoring and guided improvement programs.

We are building our customer acquisition and success operations and are looking for a commercially oriented professional to lead this function.

Role & Responsibilities

We are seeking a Customer Success Manager who will take end-to-end ownership of the customer journeyfrom prospect identification and acquisition to successful onboarding, paid conversion, retention, renewals and repeat business.

1. Customer Acquisition & Lead Development

• Manage company-provided leads and develop additional business opportunities independently.
• Build lead sources through MSME associations, business networks, referrals, partnerships and digital channels.
• Supervise external telecalling and lead-generation agencies.
• Ensure systematic lead qualification, follow-ups and meeting generation.
• Establish relationships with MSME owners, CEOs, HR Heads and decision-makers.

2. Customer Engagement & Conversion

• Understand customer recruitment challenges and recommend suitable GRD solutions.
• Coordinate and conduct Hiring Health Checks, product demonstrations and customer discussions.
• Manage the complete customer acquisition funnel from initial engagement to paid subscription.
• Drive customer conversion targets through structured follow-ups and consultative selling.

3. Customer Onboarding & Success

• Own customer onboarding and implementation of GRD.
• Manage the structured 30-day guided improvement program for new customers.
• Ensure customers adopt relevant GRD features and experience measurable hiring improvements.
• Monitor customer satisfaction, product usage and implementation challenges.
• Coordinate with technical and product teams to resolve customer issues.

4. Retention, Renewals & Repeat Business

• Drive conversion of trial customers into paying subscribers.
• Maintain regular engagement with existing customers.
• Manage subscription renewals and customer retention.
• Identify opportunities for additional subscriptions, referrals, cross-selling and account expansion.
• Build long-term customer relationships and recurring revenue.

5. Team & Business Operations

• Supervise calling agencies, customer success executives and other business partners.
• Establish structured processes for lead management, customer onboarding, follow-ups and customer service.
• Ensure every prospect and customer has a clear owner, next action and due date.
• Monitor performance through CRM systems and dashboards.
• Prepare weekly and monthly reports covering conversions, active customers, revenue, renewals and business growth.
• Work directly with the Founder to develop and improve the customer growth strategy.

Preferred Candidate Profile

• Graduate in any discipline; MBA/PGDM preferred.
• 5–8 years of experience in B2B SaaS, Business Development, Customer Success, Account Management or Client Relationship Management.
• Experience acquiring B2B customers and managing them through onboarding, retention and renewals.
• Proven ability to manage business targets and generate revenue.
• Experience with CRM systems, pipeline management, software demonstrations and customer engagement.
• Ability to manage teams, outsourced agencies and cross-functional activities.
• Strong communication, presentation, relationship-building and negotiation skills.
• Ability to work independently, create processes and take ownership of results.

Preferred industry experience: B2B SaaS, Software Products, HRTech, Recruitment Technology, CRM/ERP, Business Software or MSME-focused services.

Key Performance Indicators

• New qualified business opportunities and customer acquisition.
• Meetings, Health Checks and product demonstrations.
• Lead-to-pilot and pilot-to-paid customer conversions.
• Successful onboarding and active customer adoption.
• Customer satisfaction and retention.
• Subscription renewals, referrals and repeat business.
• Growth in paying customers and recurring revenue.
• Calling agency and customer success team performance.

What We Offer

• Opportunity to build and lead the Customer Success & Growth function of an emerging B2B SaaS platform.
• Direct working relationship with the Founder.
• Opportunity to develop business processes, lead teams and shape customer acquisition and success strategy.
• Career growth as the business expands.
• Competitive compensation with performance-linked incentives.

We are looking for a business-oriented professional who can build relationships, develop opportunities, convert prospects into paying customers and ensure customers continue to benefit from GRD over the long term.

This is a growth and customer success leadership role—not a conventional customer support or telecalling position.