About Karnival
Karnival is redefining how brands engage customers post-purchase. At the heart of our platform are our next-gen CRM and Customer Experience (CX) solutions built to empower retailers with smarter campaigns, personalised journeys, and real-time insights. From agile Interactive E-Receipts and actionable Surveys to gamified Raffle Draws, authentic Product Reviews, and seamless POS billing, our unified SaaS ecosystem drives loyalty, feedback, and revenue on autopilot. Powered by a centralised data lake and enterprise-grade security, Karnival is the growth engine modern retailers can’t do without.
We are looking for a Customer Success Manager who can own the complete customer onboarding journey while acting as a trusted implementation consultant. This role is a blend of Customer Success, Project Management, and Technical Support, requiring strong communication skills along with technical understanding of integrations, infrastructure, and SaaS deployments.

Role Overview
As a Customer Success Manager, you will be responsible for ensuring customers successfully implement and adopt Karnival's products. You'll manage onboarding projects, coordinate with internal Product, Engineering, and Support teams, proactively identify project risks, and build long-term customer relationships.
The ideal candidate should enjoy solving customer problems, managing multiple implementation projects, understanding technical concepts, and ensuring customers achieve value from the platform.

Key Responsibilities
1. Customer Onboarding & Project Delivery
Own end-to-end customer onboarding and implementation.
Deliver projects within committed timelines.
Track onboarding milestones and ensure smooth execution.




Coordinate cross-functional teams for successful implementation.
Drive customer adoption during the onboarding phase.
2. Customer Success & Relationship Management
Act as the primary point of contact during implementation.
Conduct regular customer review meetings and weekly project updates.
Build strong relationships with stakeholders across client organisations.
Ensure a seamless transition from implementation to Support and Customer Success.
Monitor customer satisfaction and proactively resolve concerns.
3. Technical Coordination & Implementation Support
Coordinate API, POS, CRM, WhatsApp, SMS, Email, and third-party integrations.
Work closely with Product and Engineering teams during implementation.
Assist customers in technical troubleshooting and implementation queries.
Understand deployment workflows and basic SaaS implementation architecture.
4. Security & Compliance Documentation
Support enterprise customer security requirements by coordinating:
Security questionnaires
Deployment architecture documentation
Data flow documentation
Access control documentation
Backup & Restore documentation
Audit evidence collection
Security control implementation tracking
5. Project Governance
Identify implementation risks proactively.




Escalate project blockers before SLA breaches.
Maintain project trackers and implementation dashboards.
Conduct onsite client visits for strategic or critical accounts.
Document Minutes of Meeting (MoM) and ensure action item closure.
6. Documentation & Knowledge Management
Create and maintain:
Customer onboarding SOPs
Campaign setup documentation
SMS, WhatsApp & Email configuration guides
Brand setup documentation
Integration handover notes
Internal implementation best practices
Knowledge Base articles
7. AI-Driven Productivity
Leverage AI tools to improve implementation efficiency by:
Generating onboarding checklists
Drafting customer updates
Preparing project risk reports
Assisting SOP creation
Automating repetitive implementation activities

Required Skills

1. Customer Success
Excellent stakeholder management
Strong communication and presentation skills
Customer-first mindset
Problem-solving attitude
2.Technical
SaaS implementation experience
API integration understanding
Understanding of REST APIs
Cloud deployment awareness
CRM implementation knowledge
Technical troubleshooting
3. Project Management
Requirement gathering
Timeline management
Risk management
Cross-functional coordination
Documentation skills

Preferred Experience
2–5 years in Customer Success, SaaS Implementation, Technical Account Management, Technical Support, or Project Management.
Experience working with B2B/B2C SaaS products.
Experience handling enterprise customers.
Exposure to CRM, Martech, Retail Tech, or Customer Engagement platforms is preferred.

📌 Customer Success Manager (Implementation & Technical Support) (Bengaluru)
🏢 Karnival
📍 Bengaluru