Customer Success Manager Location : Zaggle is a B2B2C SaaS FinTech company, digitizing spends to drive growth and unlock value through automated and innovative workflows. Zaggle is a market leader in the space of Spend Management and is one of the few profitable and listed (NSE: ZAGGLE) new age companies in India. We offer to corporates a unified software cum payments platform for the employee expense, benefits, rewards as well as their vendor payments and channel incentives. We are form factor agnostic and offer a variety of payments instruments including corporate credit cards, purchase cards, virtual cards, Prepaid cards, wearables etc issued in partnership with leading banks like Kotak Mahindra Bank, ICICI Bank, Yes Bank, SBI Cards, IndusInd Bank amongst others.

Our platform solutions are sector-agnostic, and our network of corporate customers covers the BFSI, Technology, Healthcare, Manufacturing, FMCG, Infrastructure and Automobile industries, among others. Relationship Management:

# Build and maintain strong relationships with key business and executive stakeholders within customer organizations.
# Conduct regular business reviews (QBRs/EBRs) to demonstrate value realization, review performance metrics, and identify opportunities for improvement.

Monitor customer health, usage patterns, and engagement to proactively identify risks and recommend corrective actions.
# Work closely with implementation, support, product, and engineering teams to ensure customers achieve desired business outcomes.

Own customer renewals and contribute towards achieving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.




# Identify and develop opportunities for upselling, cross-selling, and increasing product penetration across existing accounts.
# Customer Health & Risk Management

# Maintain customer health scores and proactively identify accounts showing early signs of churn or reduced engagement.
# Develop and execute success plans for at-risk customers to improve adoption, strengthen relationships, and mitigate churn.
# Track customer milestones, renewal risks, and account performance using CRM and customer success tools.
# Ensure timely communication of customer risks and opportunities to internal stakeholders.

Maintain accurate customer records, account plans, chance updates, and engagement activities within the CRM system.
# Prepare periodic customer success reports, dashboards, forecasts, and executive updates.
# Ensure adherence to defined service levels, governance processes, and customer success operating procedures.
# Collaborate effectively across Sales, Implementation, Product, Finance, Support, and Operations teams to deliver a seamless customer experience.
# Followup regularly with the client for payment collection and ensuring the collection is within the DPD limit.

Bachelors and / or MBA.

5-6 years of experience in Customer Success including experience of growing relationship via cross-selling/upselling
~ Strong analytical skills with the ability to interpret data and make strategic recommendations.
~ Open to travel based on the business need

Excellent People Management.
Excellent networking and relationship-building skills.
Strong commercial acumen.
Customer service orientation – Value-based.

📌 CSM Manager (Bengaluru)
🏢 Zaggle
📍 Bengaluru