JOB OVERVIEW

We are looking for a Customer Success Manager (Pooled Model) to support a large
portfolio of SSB and scaled customers through a low-touch, support-assisted
success motion. This role focuses on driving customer outcomes, adoption, and
retention at scale, while leveraging Support, automation, and self-service as
primary engagement channels.

As a pooled CSM, you will not own a fixed book of named accounts. Instead, you
will manage customer success by segment and lifecycle stage, stepping in
proactively at key moments while ensuring customers get the most value from the
platform.

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WHAT YOU’LL DO

Scaled Customer Success

* Support a pooled set of SSB customers through a low-touch, tech-enabled CSM
motion.

* Drive adoption, value realization, and retention using structured playbooks
and lifecycle journeys.

* Proactively engage customers at key moments such as onboarding, early usage,
risk signals, and renewals.

Support-Led Engagement





* Work closely with Customer Support as the primary customer interaction
channel.

* Monitor support signals, trends, and escalations to identify adoption
blockers or churn risks.

* Step in for CSM-led interventions when customers need strategic guidance
beyond support.

Customer Lifecycle Ownership

* Execute onboarding, adoption check-ins, QBR-lite engagements, and renewal
support in a scalable manner.

* Manage customer health using data, usage insights, and support interactions.

* Identify at-risk customers and run proactive recovery motions.

Cross-Functional Collaboration

* Partner with Product, Support, and Operations teams to surface recurring
issues and improvement opportunities.

* Contribute to the creation of scalable playbooks, in-product guidance, and
self-serve resources.

Documentation & Enablement

* Help build and maintain customer-facing and internal documentation including
FAQs, best practices, and success guides.

* Sh

📌 CSM, Commercial (Pune)
🏢 Multiplier Technologies Private
📍 Pune