Customer Success Manager (North America Region – EST Shift)
Bengaluru, IndiaFull-timeMid · 4-5 years
About this role
Customer Success Manager (North America Region – EST Shift)
Role Summary
We are looking for a proactive and customer-centric Customer Success Manager (CSM) to own the post-sales customer lifecycle for a portfolio of enterprise customers. The CSM will be responsible for driving successful onboarding, product adoption, customer engagement, customer retention, and long-term business value while partnering with Sales on renewal readiness.
The ideal candidate will have 4–5 years of experience in Customer Success, Technical Account Management, or SaaS Account Management and should be capable of managing customer accounts independently with minimal supervision.
Work Location: Bangalore.
Work Schedule: Mandatory 5 days/week work from office. The work timing is 5pm to 2am IST.
Key Responsibilities
Customer Onboarding
- Own the end-to-end onboarding journey for assigned customers.
- Conduct customer kick-off meetings and establish implementation timelines.
- Collaborate with Professional Services, Support, Sales, and Product teams to ensure smooth onboarding.
- Track implementation milestones and proactively drive project completion.
- Coordinate customer signoffs and Go-Live activities.
- Ensure a seamless transition from implementation to Business-as-Usual (BAU).
Customer Engagement & Adoption
- Develop and execute customer success plans to drive product adoption and business outcomes.
- Serve as the primary post-sales point of contact for assigned enterprise customers.
- Build strong relationships with business and technical stakeholders through regular customer touchpoints and business reviews.
- Monitor customer health, product usage, and adoption metrics; identify risks and recommend improvement plans.
- Deliver customer enablement sessions and share best practices to maximize platform value.
- Conduct regular Executive Business Reviews (QBRs/EBRs) to review business outcomes, adoption progress and customer success plans.
- Represent the voice of the customer by collaborating with Product and Engineering teams to communicate customer feedback and enhancement requests.
Customer Support & Escalation Coordination
- Monitor customer health and identify risks proactively.
- Own customer escalations and coordinate with internal teams to ensure timely resolution.
- Track support cases and communicate progress to customers.
- Develop and execute success recovery plans for at-risk accounts, proactively driving adoption, stakeholder engagement and renewal readiness.
- Ensure customers receive timely updates during critical incidents.
Required Experience & Skills
Experience
- 4–5 years of overall experience, with at least 2 years of experience in Customer Success, Technical Account Management, SaaS Account Management, or Enterprise Customer Support.
- Proven experience managing enterprise customer accounts independently.
- Experience working with B2B SaaS products is mandatory.
- Experience in Cybersecurity, Endpoint Management, Vulnerability Management, or IT Operations will be an added advantage.
Technical Knowledge
- Good understanding of SaaS applications and cloud-based platforms.
- Working knowledge of Windows and Linux operating systems.
- Understanding networking concepts including TCP/IP, DNS, Firewalls, Proxy, VPN, and common networking protocols.
- Ability to understand technical architecture and communicate effectively with technical stakeholders.
- Familiarity with endpoint management, patch management, vulnerability management, or cybersecurity solutions is preferred.
Core Skills
- Excellent verbal and written communication skills.
- Strong stakeholder management and relationship-building skills.
- Customer-first mindset with strong ownership and accountability.
- Ability to manage multiple enterprise accounts simultaneously.
- Ability to work effectively across cross-functional teams.
- Strong presentation and customer-facing communication skills.
- Ability to manage customer expectations and difficult conversations professionally.
- Self-driven with the ability to work independently.
Preferred Qualifications
- Bachelor’s degree in engineering (BE/BTech), MCA, or an equivalent technical qualification.
- MBA is preferred, particularly with a specialization in Information Systems.
- Customer Success, ITIL, Project Management, or other relevant professional certifications will be an added advantage.