Location: Bangalore

Team: Customer Success

Reports to: Customer Success Leadership

Education: B.Tech / BE

About the Role

We are looking for a Customer Success Manager who is analytical, technically strong, and outcome-focused to manage our high-value B2B SaaS customers. The role requires a data-driven professional who can work with complex datasets and translate technical insights into clear business outcomes for customers.

As a trusted advisor, you will own post-sale customer success end-to-end — driving adoption, retention, and long-term value realization. You will work closely with Product and Sales to ensure customers achieve sustained ROI from the platform.

This is a customer-facing, individual contributor role with high ownership and visibility.

What You’ll Do

Drive Adoption & Account Success

- Own post-sale customer relationships and support product adoption by designing, validating, and troubleshooting complex incentive plans to ensure precision in calculations and outputs.

- Translate customer business goals into structured success plans and measurable usage outcomes

- Develop a deep understanding of customer use cases and align platform capabilities to business needs

- Act as a trusted advisor by connecting product usage, data insights, and customer outcomes

Improve Retention & Loyalty

- Proactively identify risks to adoption and retention using data, usage trends, and stakeholder signals

- Drive consistent customer engagement to ensure ongoing value realization

- Influence long-term customer satisfaction, loyalty, and renewal readiness

Collaborate Cross-Functionally

- Partner closely with Product teams to share customer feedback and influence roadmap improvements





- Work with Sales on renewals and account expansion conversations by providing value and adoption context

- Coordinate with internal teams (Implementation, Support & Tech) to resolve customer issues efficiently

What We’re Looking For

- 4–6 years of experience in a customer-facing role focused on Customer Success, adoption, or retention

- Strong understanding of Customer Success as a function, including health, adoption, and renewal readiness

- Ability to build and manage senior stakeholder relationships

- Strong communication skills with the ability to explain technical insights in business terms

- Deep product orientation with the ability to translate features into customer outcomes

- Comfortable working with complex datasets

Nice to Have

- Experience in loyalty, fintech, HR tech, or B2B SaaS environments

- Exposure to enterprise or high-complexity customer accounts

What Makes You a Strong Fit

- You are comfortable owning complex customer relationships end-to-end

- You balance customer empathy with a strong focus on measurable outcome

- Demonstrated ability to operate independently and lead cross-functional collaboration to resolve customer needs

- You enjoy working cross-functionally with Product and Sales to solve real customer problems

Why This Role Matters

- Customer adoption and retention are critical to sustained growth.

This role directly impacts:

- How customers experience the product

- How much value they derive over time

- How long they stay and grow with the platform

Why Join Us

- Transparent ownership with visible customer impact

- Close collaboration with Product and Sales teams

- Opportunity to build deep expertise in Customer Success at scale

- Senior individual contributor role with meaningful responsibility

- Ability to shape long-term customer relationships and outcomes

📌 Customer Success Manager (Bengaluru)
🏢 Xoxoday
📍 Bengaluru