Role Mandate

DATOMS operates in a high-touch, deployment-led environment where customer value is realized only when solutions are adopted, used correctly, and expanded over time. Closing a deal is the starting line, not the finish.

The Customer Success Manager (CSM) exists to own post-onboarding customer outcomes. This role ensures customers derive sustained value from DATOMS’ solutions, adoption is deep and measurable, renewals are predictable, and expansion opportunities are surfaced early.

This is not a support or account management role. It is a value realization, retention, and growth role with direct impact on revenue quality and customer lifetime value.

Scope of Responsibility1. Post-Onboarding Ownership & Customer Outcomes

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Take structured handoff from Sales and Operations once customers are onboarded and live.

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Develop a transparent understanding of customer objectives, success metrics, deployment scope, and usage expectations.

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Define and track customer success plans aligned to agreed outcomes and commercial commitments.

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Ensure customers move from initial go-live to stable, value-generating usage.

2. Adoption, Usage & Value Realization

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Drive product adoption across customer teams and sites.

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Monitor usage patterns, performance metrics, and outcome indicators.

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Identify gaps between expected and actual value realization and proactively intervene.

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Work with internal teams to resolve adoption blockers related to process, product, or operations.

3. Relationship Management & Executive Engagement

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Act as the primary point of contact for customers on value, outcomes, and long-term success.

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Build strong relationships with operational and business stakeholders on the customer side.

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Conduct regular reviews (QBRs/MBRs) focused on outcomes, ROI, and roadmap alignment.

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Maintain executive-level alignment to prevent surprises during renewals or expansions.

4. Retention, Renewal & Expansion Support

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Own customer health and renewal readines

📌 Customer Success Manager (Bengaluru)
🏢 DATOMS
📍 Bengaluru