Job Title: Lead Customer Success Manager (CSM)
Location: Coimbatore (Working with US Clients – Night Shift)
Experience: 6–10 Years

Job Summary:

We are looking for an experienced Lead Customer Success Manager to manage and grow relationships with international (US-based) clients. The role focuses on ensuring customer satisfaction, driving product adoption, and supporting revenue growth through strong client engagement, marketing alignment, and technical understanding.

Roles & Responsibilities:

Client Relationship Management:

- Manage and lead relationships with key international (US) clients
- Act as the primary point of contact for customer communication
- Build long-term relationships and ensure high customer retention

Customer Success & Account Growth:

- Drive product adoption and ensure clients achieve business outcomes
- Identify upselling and cross-selling opportunities
- Monitor customer health and proactively address risks

Team Leadership:

- Lead and mentor a team of CSMs
- Set KPIs, track performance, and ensure service quality

Complaint & Escalation Handling:

- Handle client complaints and escalations effectively
- Coordinate with internal teams to resolve issues quickly
- Ensure high customer satisfaction and service standards

Marketing & Business Alignment:

- Work closely with marketing teams for campaigns, feedback, and product positioning
- Provide insights from customers to improve marketing strategies




- Support customer engagement initiatives and retention programs

Compliance & Process Management:

- Ensure adherence to basic compliance, company policies, and client agreements
- Maintain proper documentation, contracts, and reporting

Technical Understanding:

- Possess strong understanding of the product (software/technical solutions)
- Work with technical teams to resolve customer issues
- Guide clients on product usage, features, and best practices

Reporting & Analytics:

- Track key metrics like customer satisfaction (CSAT), retention, and churn
- Prepare reports and present insights to leadership

Key Skills Required:

- Strong international client handling experience (US clients preferred)
- Excellent communication and presentation skills
- Positive knowledge of marketing concepts and customer lifecycle
- Basic compliance and documentation knowledge
- Strong problem-solving and escalation management skills
- Technical understanding of products/services (IT/SaaS preferred)
- Leadership and team management skills

Preferred Qualifications:

- Experience in product-based or SaaS companies
- Exposure to CRM tools (Salesforce, HubSpot, etc.)
- Ability to work in night shifts (US time zones)

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

- Health insurance
- Leave encashment
- Provident Fund

Work Location: In person

📌 Customer Success Manager(SAAS) (India)
🏢 Justo Global
📍 India