Customer Success Manager

Position: Customer Success Manager
Company: Mianro Systems
Employment Type: Full-Time / Remote
Work Schedule: Monday to Friday
Work Timing: 6:30 PM to 4:30 AM IST
Experience Required: Minimum 5+ Years of US Customer Service Experience

Mianro Systems is looking for an experienced, technically knowledgeable, and client-focused Customer Success Manager to manage customers after they have purchased our products or services.

The selected candidate will contact clients immediately after purchase, guide them through onboarding, understand their requirements, coordinate with the technical and marketing teams, and ensure they receive a smooth and professional experience.

The ideal candidate must have extensive experience handling US customers, strong technical knowledge, a good understanding of digital marketing, and excellent spoken English with an accent very close to a neutral American accent.

Mandatory Requirements

Applicants MUST have:

- Minimum 5 years of experience handling US customers
- Excellent spoken and written English
- Accent very close to a neutral American accent
- Strong experience communicating with clients over phone, email, chat, Zoom, and Google Meet
- Confidence and professionalism during client-facing video calls
- Strong technical knowledge of websites, CRM systems, software, integrations, and automation
- Good understanding of digital marketing, including SEO, Google Business Profile, websites, paid advertising, lead generation, and marketing automation
- Experience in customer success, account management, onboarding, or client servicing
- Strong problem-solving and conflict-resolution skills
- Ability to manage multiple client accounts and follow-ups
- Experience using CRM, ticketing, or project-management tools
- Ability to coordinate effectively with technical and marketing teams
- Availability to work from 6:30 PM to 4:30 AM IST, Monday to Friday

Core Responsibilities

Client Onboarding

- Contact every client immediately after purchase
- Welcome clients and explain the onboarding process




- Conduct onboarding calls through Zoom or Google Meet
- Collect required information, content, access, and business details
- Understand the clients goals, requirements, and expectations
- Clearly explain timelines and next steps

Client Relationship Management

- Act as the main point of contact for assigned clients
- Maintain regular communication and provide timely updates
- Conduct client meetings, follow-ups, and review calls
- Build solid and long-term client relationships
- Ensure clients feel supported throughout their journey with Mianro Systems

Technical and Marketing Coordination

- Understand client requests and technical issues
- Coordinate with the technical, support, development, and marketing teams
- Create clear internal tasks and provide all required information
- Follow up until client requests and issues are completed
- Explain technical and marketing information to clients in simple language
- Communicate regarding websites, SEO, Google Business Profiles, CRM, automation, advertising, and lead-generation services

Customer Support and Retention

- Respond promptly to client questions and concerns
- Take ownership of issues until they are resolved
- Handle dissatisfied clients calmly and professionally
- Identify clients who may be unhappy or at risk of cancellation
- Improve client satisfaction and retention
- Identify opportunities for renewals, upgrades, upselling, and cross-selling

Reporting and Documentation

- Maintain accurate client notes and communication records in the CRM
- Track onboarding progress, pending requirements, open issues, and follow-ups
- Report delays, risks, concerns, and escalations to management
- Share client feedback with technical, marketing, sales,



and management teams
- Ensure no client request or follow-up is missed

Work-From-Home Requirements

Applicants must have:

- A quiet and professional work environment
- Reliable high-speed internet and power backup
- A good-quality webcam, microphone, and headset
- A professional background and appearance for client meetings
- Ability to remain available for Zoom and Google Meet calls throughout the shift
- Willingness to keep the camera on during client and internal meetings whenever required

Preferred Skills

Candidates with experience in the following will be given preference:

- SaaS, CRM, AI, automation, technology, or digital marketing companies
- GoHighLevel or similar CRM platforms
- WordPress, websites, landing pages, and website management
- SEO, Google Business Profile, Google Ads, and Meta Ads
- Marketing automation, workflows, and integrations
- Working with US-based small and medium-sized businesses
- Technical support, software implementation, and client onboarding
- Customer retention, renewals, upselling, and cross-selling

Key Performance Indicators

Performance will be measured using:

- Speed of contacting clients after purchase
- Client onboarding completion rate
- Client response and issue-resolution time
- Customer satisfaction and retention
- Number of unresolved or overdue issues
- Accuracy of CRM records and documentation
- Timeliness of client follow-ups
- Quality of technical and marketing team coordination
- Professionalism during Zoom and Google Meet calls
- Renewals, upgrades, and additional services generated

Compensation

- Competitive Monthly Fixed Salary
- Salary paid on the 10th of every month for the working days of the previous month
- Performance Bonuses
- Full-Time Remote Position
- Long-Term Growth Opportunities
- Opportunity to Build and Lead the Customer Success Team

How to Apply

Please apply using this application form. On the next page, you will find the link to WhatsApp us to schedule your interview:

https://zfrmz.com/lbCltYM1AkDvPUZNSKAH

📌 Customer Success Manager || Night Shift || US Shift || Permanent WFH (Kolkata)
🏢 Mianro System
📍 Kolkata