Customer Success Manager

Key Responsibilities

• Understand how customers use the platform and identify gaps in adoption, process compliance, and feature utilization.
• Connect product capabilities to customer business objectives, such as sales-force effectiveness, outlet coverage, route compliance, credit control, and operational visibility.
• Own a portfolio of customer accounts and build trusted relationships with key business and operational stakeholders
• Monitor customer health using adoption trends, stakeholder engagement, open issues, customer feedback, and other relevant indicators.
• Identify early warning signs of customer dissatisfaction, disengagement, or potential churn and develop proactive mitigation plans.
• Drive structured engagement with customers to address risks before they escalate
• Work closely with Sales, Product, Support, Engineering, and Implementation to improve the overall customer experience.
• Maintain visibility into open issues, dependencies, timelines, and customer commitments.
• Communicate clearly with customers about progress, risks, and next steps.
• Plan and lead periodic customer reviews focused on business priorities, platform adoption, performance, challenges, and improvement opportunities.
• Operate independently, prioritize work effectively, and manage competing customer needs without constant supervision

Required Experience & Qualifications

• 7-9 years of experience in Customer Success, Account Management, Client Relationship Management, Consulting, or a related customer-facing role within B2B technology.
• Experience managing complex B2B customer relationships and coordinating across multiple internal and external stakeholders.
• Strong preference for candidates with exposure to CPG/FMCG business processes, particularly sales and distribution, field sales operations, route-to-market, distributor management, or retail execution.
• Experience with SaaS, enterprise software, Sales Force Automation (SFA), Distribution Management Systems (DMS), or related business applications is highly desirable.
• Demonstrated ability to drive product adoption, customer engagement, issue resolution, and measurable customer outcomes.
• Experience presenting insights, recommendations, and progress updates to senior customer stakeholders.
• Strong analytical and problem-solving skills, with the ability to interpret customer data and identify actionable insights.
• Excellent written and verbal communication skills.
• Ability to manage multiple accounts, competing priorities, and customer commitments independently.