[ZS773] Customer Success Manager

[ZS773] Customer Success Manager

Job Title: Customer Success Manager (CSM)
Location: Bangalore
Experience Required: 5+ years
Industry: Customer Experience (CX), BPO
Employment Type: Full-time
About the Role:
We are looking for a proactive and dynamic Customer Success Manager (CSM) with a strong
background in CX product environments and a solid understanding of BPO operations . As a
CSM, you will be the primary point of contact for our clients, ensuring successful onboarding,
adoption, and ongoing satisfaction with our solutions. You will act as a trusted advisor,
advocate for client needs, and play a critical role in client retention and growth.
Key Responsibilities:
• Own the post-sale customer relationship, ensuring successful onboarding,



product
adoption, and overall satisfaction.
• Understand client business objectives and map them to our CX solutions for
measurable outcomes.
• Proactively monitor account health and usage metrics, identifying and addressing risks
to drive retention and renewals.
• Collaborate with cross-functional teams (Product, Sales, Support, and Operations) to
ensure client needs are met.
• Drive customer engagement through QBRs, product roadmap sessions, and success
planning.
• Lead process improvement initiatives and influence best practices within customer
organizations using insights from BPO and CX experience.
• Identify opportunities for upselling and cross-selling in collaboration with the sales
team.
• Document customer feedback and advocate for customer needs in internal planning
and product development.
Required Qualifications:
• Minimum 5 years of experience in a Customer Success , Account Management, or
similar client-facing role in the CX product domain .
• Prior experience working in or with BPOs is essential,



with a strong understanding of
operational workflows and metrics.
• Strong understanding of CX tools, SaaS products, and customer journey mapping.
• Exceptional communication, problem-solving, and stakeholder management skills.
• Ability to analyze data and metrics to inform decision-making and demonstrate value.• Self-motivated, organized, and able to manage multiple client relationships
simultaneously.
Preferred Qualifications:
• Experience with tools like Zendesk, Freshdesk, Salesforce, Gainsight, or similar CX/CRM
platforms.
• Exposure to global clients and ability to manage expectations across time zones.
• Knowledge of CS methodologies like Success Planning, Health Scoring, and Lifecycle
Management.
Why Join Us?




• Work with cutting-edge CX solutions transforming digital engagement.
• Be part of a collaborative and high-performance team culture.
• Growth opportunities in a fast-scaling business environment.

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/164361158/zs773-customer-success-manager-bengaluru/?utm_source=html