CSM

3+ Years

Work type: Contract (6 Months)

Location: Pune (Work from office)

Shift: US Shift

We are seeking experienced Escalation Managers (Customer Success / CSM profiles) responsible for managing high-impact customer escalations in a SaaS environment.

Mandatory Skills & Experience
- 5+ years of experience in Customer Success, Account Management, Escalation Management, or similar B2B roles
- Experience working within a SaaS / Cloud-based product environment
- Strong stakeholder management skills across technical and business audiences
- Excellent verbal and written communication skills with ability to engage senior leadership
- Proven ability to manage high-pressure situations and critical customer issues
- Hands-on experience with CRM and customer success tools such as Salesforce, Gainsight or similar platforms
- Strong problem-solving, analytical, and decision-making capabilities
- Ability to manage multiple priorities simultaneously and operate in a structured manner
- Experience in driving governance cadence and structured issue resolution frameworks





Preferred Skills
- Ability to work in US (EST) business hours
- Prior experience in HR, Payroll, or HCM domain
- Exposure to AI tools, automation, and digital technologies
- Experience working in global delivery or offshore models
- Solid presentation skills for executive-level reporting
- Experience handling enterprise customers and large accounts
- Certifications in Customer Success, ITIL, Agile or Program Management (preferred but not mandatory)

Key Responsibilities
- Own and manage end-to-end lifecycle of customer escalations from identification to closure
- Act as the single point of contact for customers and internal stakeholders on escalated issues
- Coordinate cross-functional teams including Technical Support, Engineering, Product Management, and Operations
- Drive structured governance including incident bridge calls, executive reviews, and status reporting
- Define and communicate clear timeli

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