About the role
YOE- 7+ years
Company Profile-
Location- Bengaluru- Diamond District, Tower D, 7th Floor
Work Mode- 6 Days from Office
Shift-9:30 AM to 6:30 PM
Role Overview
We are looking for a Customer Success Manager to drive client retention, account growth, and customer satisfaction for our SaaS-based solutions. The ideal candidate will have strong experience in managing large B2B retail clients, ensuring product adoption, and identifying opportunities for upselling and cross-selling.
🎯 Key Responsibilities
1. Manage and nurture relationships with enterprise / large B2B retail customers
2. Ensure high customer retention and satisfaction (CSAT)
3. Drive account growth through upselling and cross-selling opportunities
4. Act as a trusted advisor by understanding customer business needs and aligning product solutions
5. Monitor customer health metrics and proactively address risks
6. Collaborate with internal teams (Sales, Product, Support) to enhance customer experience
7. Handle customer onboarding, training, and product adoption initiatives
8. Maintain and analyze customer data using advanced Excel skills
9. Provide regular reports on customer performance, renewals, and revenue growth
10. Manage escalations and ensure timely resolution
✅ Key Requirements
Experience: 7+ years in Customer Success / Account Management
Mandatory Background: SaaS / PaaS / Billing Software / Retail Software / Hospital Software companies only
Proven experience in
Customer Retention & Farming
Upselling & Cross-selling
B2B Customer Relationship Management
Consultative Selling approach
Strong exposure to handling large retail / merchant clients
Excellent communication and stakeholder management skills
Advanced Excel skills (mandatory) – data analysis, reporting, dashboards
Stability: Minimum 2 years tenure in current and previous organizations
🎯 Preferred Skills
Experience in Retail / Merchant ecosystem
Strong analytical and problem-solving mindset
Ability to work in a fast-paced, target-driven environment
Experience with CRM tools (Salesforce, Zoho, HubSpot, etc.)
🚀 What Success Looks Like
High customer retention rate
Increased account revenue (upsell & cross-sell)
Strong customer engagement and satisfaction scores
Effective data-driven decision making