Job Details - Find Your Perfect Career Opportunity

We are looking for a proactive and customer-focused Customer Success Manager to drive customer satisfaction, retention, and long-term business growth. The ideal candidate will play a critical role in building strong customer relationships, ensuring seamless onboarding, maximizing product adoption, and reducing customer churn. This role is best suited for professionals who thrive in fast-paced, execution-driven environments and have experience working with customers across Tier 2, Tier 3, and rural markets, particularly in South India. We are seeking individuals who bring a blend of customer relationship management, operational excellence, business ownership, and technology adoption. Candidates with experience in Bharat-tech, agri-tech, fintech, logistics-tech, rural commerce, or customer-centric technology businesses will be highly preferred over traditional FMCG backgrounds.

As a Customer Success Manager, you will act as the primary point of contact for customers throughout their journey, ensuring they achieve maximum value while contributing to business growth and profitability.

• Build and nurture long-term relationships with customers to ensure high satisfaction and engagement.
• Drive customer onboarding, implementation, and product adoption through structured success plans.
• Develop customer retention strategies that improve loyalty and reduce churn.
• Monitor customer health metrics and proactively identify risks before they impact retention.
• Collaborate closely with sales, operations, product, and support teams to resolve customer issues efficiently.
• Own customer escalations and ensure timely resolution while maintaining excellent service standards.
• Analyze customer feedback to identify improvement opportunities and recommend product enhancements.
• Work with cross-functional teams to improve operational processes and customer experience.
• Support revenue growth by identifying upsell and cross-sell opportunities within existing customer accounts.
• Track customer success KPIs, including retention rates, churn, engagement, and customer satisfaction.
• Manage regional customer operations with a strong focus on execution across South Indian markets.
• Utilize CRM platforms and customer success tools to maintain accurate customer records and performance reports.
• Take ownership of assigned business portfolios while balancing customer satisfaction with commercial objectives.
• Drive technology adoption among customers by educating them on product features and best practices.
• Continuously improve customer engagement strategies based on data, insights, and market trends.

• Bachelor's degree in Business Administration, Commerce, Marketing, Operations, or a related discipline.
• 1-6 years of experience in Customer Success, Account Management, Customer Relationship Management, or Client Success roles.
• Experience working with customer-facing technology products or digital platforms is preferred.
• Exposure to rural commerce, Bharat-tech, fintech, agri-tech, logistics-tech, mobility, or commerce platforms is highly desirable.
• Familiarity with customers across South India will be an added advantage.

• Customer Success
• Customer Retention
• Churn Management
• Customer Relationship Management
• Client Engagement
• Customer Onboarding
• Customer Lifecycle Management
• Stakeholder Management
• Problem Solving
• Communication Skills
• Operations Management
• Technology Adoption
• CRM Tools
• Data Analysis
• Cross-functional Collaboration

• Experience managing regional customer operations.
• Understanding of rural commerce and digital adoption ecosystems.
• Exposure to P&L ownership or business performance management.
• Knowledge of customer success platforms such as Salesforce, HubSpot, Freshworks, Zoho CRM, or similar tools.
• Strong analytical mindset with the ability to interpret customer data and identify growth opportunities.
• Ability to work independently while managing multiple customer accounts simultaneously.
• Fluency in one or more South Indian languages is a strong advantage.