Job Description

Job Title: Customer Success Manager – NOC/SOC/Networking

Location: Hyderabad, India

Employment Type: Full time

Shift: General Shift

Role Summary
We are seeking an experienced Customer Success Manager (CSM) to manage strategic customer relationships for SHI's NOC/SOC Managed Services portfolio. This customer-facing role is responsible for driving customer satisfaction, service adoption, retention, and business growth while acting as the trusted advisor for enterprise clients.
The ideal candidate will have 5–6 years of dedicated Customer Success experience in B2B IT environments, preferably supporting Managed Services, NOC, SOC, Networking, Cloud, or Cyber Security customers. The successful candidate will collaborate with cross-functional teams to ensure service excellence, proactively mitigate churn, and translate technical service outcomes into measurable business value for executive stakeholders.

Key Responsibilities
Own the end-to-end customer lifecycle, including onboarding, adoption, customer engagement, renewals, and expansion.




Build trusted relationships with customer stakeholders and serve as the primary point of contact for strategic accounts.
Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews, presenting service performance, business outcomes, and improvement plans.
Monitor customer health metrics, including Customer Health Score, CSAT, NPS, SLA compliance, MTTD, and MTTR, and proactively identify risks.
Drive customer retention by developing success plans and executing churn mitigation strategies.
Partner with NOC, SOC, Service Delivery, Project Management, Sales, and Technical teams to ensure seamless service delivery and issue resolution.
Analyze service consumption reports and operational metrics to identify optimization opportunities and recommend improvements.
Identify opportunities for renewals, cross-selling, and up-selling while ensuring customers maximize the value of SHI's managed services.
Manage custo

📌 Customer Success Manager (Hyderabad)
🏢 SHI Solutions India
📍 Hyderabad