Job DescriptionAbout Karnival NKarnival 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 dynamic 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. NWe 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. NRole OverviewnAs 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. NThe ideal candidate should enjoy solving customer problems, managing multiple implementation projects, understanding technical concepts, and ensuring customers achieve value from the platform. NKey Responsibilitiesn1. Customer Onboarding & Project Delivery Nn Own end-to-end customer onboarding and implementation. N Deliver projects withincommitted timelines. N Track onboarding milestones and ensure smooth execution.



N Coordinate cross-functional teams for successful implementation. N Drive customer adoptionduring the onboarding phase. Nn2. Customer Success & Relationship Management Nn Act as the primary point of contact during implementation. N Conduct regular customer review meetings and weekly project updates. N Build solid relationships with stakeholders across client organisations. N Ensure a seamless transition from implementation to Support and Customer Success. N Monitor customer satisfaction and proactively resolve concerns. Nn3. Technical Coordination & Implementation Support Nn Coordinate API, POS, CRM, WhatsApp, SMS, Email, and third-party integrations. N Work closely with Product and Engineering teams during implementation. N Assist customers in technical troubleshooting and implementation queries. N Understand deployment workflows and basic SaaS implementation architecture. Nn4. Security & Compliance Documentation Nn Support enterprise customer security requirements by coordinating: N Security questionnaires N Deployment architecturedocumentation N Data flow documentation N Access control documentation N Backup & Restore documentation N Audit evidence collection N Security control implementation tracking Nn5. Project Governance Nn Identify implementation risks proactively.



N Escalate project blockers before SLA breaches. N Maintain project trackers and implementation dashboards. N Conduct onsite client visits for strategic or critical accounts. N Document Minutes of Meeting (MoM) and ensure action item closure. Nn6. Documentation &Knowledge; Management Nn Create and maintain: N Customer onboarding SOPs N Campaign setup documentation N SMS, WhatsApp & Email configuration guides N Brand setup documentation N Integration handover notes N Internal implementationbest practices N Knowledge Base articles Nn7. AI-Driven Productivity Nn Leverage AI toolsto improve implementation efficiency by: N Generating onboarding checklists N Drafting customer updates N Preparing project risk reports N Assisting SOP creation N Automating repetitive implementation activities NnRequired Skills N1. Customer Successn N Excellent stakeholder management N Strong communication and presentation skills N Customer-first mindset N Problem-solving attitude Nn2.Technicaln N SaaS implementation experience N API integration understanding N Understanding of REST APIs N Cloud deployment awareness N CRM implementation knowledge N Technical troubleshooting Nn3. Project Management Nn Requirement gathering N Timeline management N Risk managementn Cross-functional coordination N Documentation skills NnPreferred Experience Nn 2–5 years in Customer Success, SaaS Implementation, Technical Account Management, Technical Support, or Project Management. N Experience working withB2B/B2C SaaS products. N Experience handling enterprise customers. N Exposure to CRM, Martech, Retail Tech, or Customer Engagement platforms is preferred. N

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