Tracxn - Customer Success Manager

ABOUT TRACXN

Tracxn is a leading global market intelligence platform tracking 7.9M + private companies across 3,000+ sectors and 50+ geographies. We turn deep data into decision-ready insights, powering deal sourcing, market mapping, and due diligence for 850+ clients worldwide, including VC firms, Private Equity, Investment Banks, and Corporates.

ABOUT THE ROLE

As a Customer Success Manager (CSM) at Tracxn, you will own and manage multiple customer accounts and act as their single point of contact. You will drive adoption of the Tracxn platform by understanding each customers use cases and helping them use Tracxns products to solve them.

You will interact frequently, over emails and calls, with key stakeholders – Partners, CXOs, and VPs – from venture funds and large corporations globally. The role also involves people management, leading a small team of Customer Service Executives.

KEY RESPONSIBILITIES

• Act as the single point of contact for B2B customers across their entire subscription lifecycle at Tracxn.
• Onboard new customers, convey platform functionality and periodic feature updates, and own platform adoption.
• Develop a thorough understanding of the Tracxn platform and product offerings, and explain them clearly to customers.
• Manage relationships with a portfolio of customers and help them with all their requirements from the product.
• Proactively reach out to customers to help them understand new features on the platform and increase engagement.
• Understand customer queries and provide the best possible resolution.
• Identify the real reasons behind customer churn and help prevent it.
• Train, manage, and mentor a team of Customer Success Executives.

WHAT WE’RE LOOKING FOR

• 2 - 6 years of work experience in a customer-facing role such as Customer Success, Account Management, or Client Servicing.
• Excellent written and verbal communication skills with the ability to engage senior stakeholders.
• Phone and email etiquette to effectively address customer queries.
• Customer empathy – the ability to identify and understand a customer’s situation and motives.
• Preferred: team handling experience (a plus, but not mandatory).
• Preferred: experience working with B2B products, SaaS platforms, or data-driven products.

WHAT YOU CAN EXPECT AT TRACXN

• Fixed work timings - 9 hrs 5 days. Respect for personal time; no taking work home.
• A transparent, meritocratic culture where everyone explains the “why” behind their decisions.
• A candid and collaborative environment that values learning, curiosity, and open discussions.
• Managers and mentors who invest in your growth with timely, actionable feedback.
• Continuous learning through real-time projects and cross-functional exposure.