𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟮𝟱𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟰𝟬𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟮𝟱-𝟰𝟬 𝗟𝗣𝗔)

Experience: 4+ yrs

Location: Bengaluru, Karnataka, India

Job Type: Full-time

We are looking for a results-driven Customer Success Manager to build strong, long-term customer relationships while driving adoption, retention, expansion, and revenue growth. This role is ideal for a commercially minded customer success professional who can understand customer needs, identify growth opportunities, and convert those opportunities into measurable business outcomes.

The ideal candidate will combine strong relationship management with a sharp understanding of upselling, cross-selling, account expansion, and customer lifecycle management. You will work closely with customers and internal teams to ensure successful adoption, maximize customer value, and identify opportunities to expand existing accounts.

Requirements

Key Responsibilities

Customer Success & Relationship Management

• Build and maintain strong, trusted relationships with key customers and stakeholders.
• Understand customer objectives, business challenges, and success criteria.
• Develop and execute customer success plans aligned with customer goals.
• Monitor customer health, engagement, adoption, satisfaction, and retention.
• Act proactively to identify and resolve customer concerns before they become escalations.

Upselling & Account Expansion

• Identify and execute upselling opportunities within existing customer accounts.
• Develop strategies to expand account value based on customer needs and product adoption.
• Identify relevant cross-selling opportunities across products, services, or solutions.
• Work with sales and internal teams to develop expansion proposals and commercial opportunities.
• Build strong business cases demonstrating the value of additional products or services.
• Maintain a healthy pipeline of expansion opportunities and track conversion performance.

Customer Adoption & Value Realization

• Drive product/service adoption and ensure customers achieve measurable value.
• Analyze usage patterns and customer feedback to identify opportunities for deeper engagement.
• Conduct regular business reviews and present performance, outcomes, opportunities, and recommendations.
• Develop strategies to increase engagement, retention, and customer lifetime value.

Cross-Functional Collaboration

• Partner with Sales, Product, Marketing, Support, and Operations teams to deliver seamless customer experiences.
• Communicate customer feedback and business requirements to internal stakeholders.
• Coordinate resolution of customer issues and ensure timely follow-through.
• Contribute customer insights to product and service improvement initiatives.

Reporting & Performance Management

• Track customer success metrics including retention, renewal, expansion, upsell, and cross-sell performance.
• Maintain accurate account plans, customer records, opportunity pipelines, and forecasts.
• Analyze customer data to identify trends, risks, and growth opportunities.
• Provide regular updates on account health, revenue opportunities, and customer outcomes.

What's Makes You a Great Fit

• 4+ years of experience in Customer Success, Account Management, Client Success, or a related role.
• Proven experience driving upselling, cross-selling, renewals, and account expansion.
• Strong commercial mindset with the ability to identify and convert customer growth opportunities.
• Demonstrated ability to manage strategic customer relationships and senior stakeholders.
• Strong understanding of customer lifecycle management and retention strategies.
• Excellent communication, presentation, negotiation, and relationship-building skills.
• Ability to understand customer challenges and translate them into practical solutions.
• Strong analytical and problem-solving skills with a data-driven approach.
• Experience working cross-functionally with Sales, Product, Support, and Operations teams.
• Ability to manage multiple accounts, priorities, and commercial opportunities simultaneously.
• Highly proactive, customer-focused, and ownership-driven.
• Comfortable operating in a fast-paced environment where customer satisfaction and revenue growth are equally important.
• Strong ability to build long-term partnerships while consistently identifying opportunities for upsell and cross-sell growth.