Customer Success Manager

We are looking for a Customer Success Manager who is analytical, technically strong, and outcome-focused to manage our high-value B2B SaaS customers. The role requires a data-driven professional who can work with complex datasets and translate technical insights into clear business outcomes for customers. As a trusted advisor, you will own post-sale customer success end-to-end — driving adoption, retention, and long-term value realization. You will work closely with Product and Sales to ensure customers achieve sustained ROI from the platform. This is a customer-facing, individual contributor role with high ownership and visibility.

What You'll Do Drive Adoption & Account Success Own post-sale customer relationships and support product adoption by designing, validating, and troubleshooting complex incentive plans to ensure precision in calculations and outputs. Translate customer business goals into structured success plans and measurable usage outcomes Develop a deep understanding of customer use cases and align platform capabilities to business needs Act as a trusted advisor by connecting product usage, data insights, and customer outcomes Improve Retention & Loyalty Proactively identify risks to adoption and retention using data, usage trends, and stakeholder signals Drive consistent customer engagement to ensure ongoing value realization Influence long-term customer satisfaction, loyalty, and renewal readiness Collaborate Cross-Functionally Partner closely with Product teams to share customer feedback and influence roadmap improvements Work with Sales on renewals and account expansion conversations by providing value and adoption context Coordinate with internal teams (Implementation, Support & Tech) to resolve customer issues efficiently

What We're Looking For 4–6 years of experience in a customer-facing role focused on Customer Success, adoption, or retention Nice to Have Experience in loyalty, fintech, HR tech, or B2B SaaS environments Exposure to enterprise or high-complexity customer accounts

B.Tech / BE Education required. Strong understanding of Customer Success as a function, including health, adoption, and renewal readiness. Ability to build and manage senior stakeholder relationships. Strong communication skills with the ability to explain technical insights in business terms. Deep product orientation with the ability to translate features into customer outcomes. Comfortable working with complex datasets.