Location: Kolkata, West Bengal

Work Mode: Onsite

Shift: Night Shift / US Business Hours

Experience Required: 5+ Years

Employment Type: Full-Time

About the Role:

We are looking for a Customer Success Manager who can support both pre-sales activities and post-sales customer operations for our technology business.

The ideal candidate should be confident in handling US clients, understanding customer requirements, conducting product discussions, supporting onboarding, and ensuring smooth day-to-day customer operations. The candidate should possess previous experience in the Healthcare industry.

Key Responsibilities:

- Participate in pre-sales discussions and understand customer requirements, workflows, and pain points.
- Support product demonstrations, solution presentations, proposals, and client follow-ups.
- Coordinate with Product, Business Analysis, and Technical teams to define suitable solutions.
- Manage customer onboarding, implementation coordination, training, and handover.
- Act as a primary point of contact for assigned customers.
- Track customer issues, requests, enhancements, escalations, and action items through closure.
- Conduct regular customer meetings and maintain robust client relationships.
- Monitor product adoption, customer satisfaction, and overall account health.
- Gather customer feedback and communicate requirements to internal teams.
- Identify retention, upsell, and account expansion opportunities.
- Maintain accurate customer records, meeting notes, and status reports.

Required Qualifications:

- 5+ years of experience in Customer Success, Account Management, Pre-Sales,



Client Services, or Customer Operations.
- Experience working directly with US-based customers.
- Strong communication, presentation, and relationship-management skills.
- Experience in requirement gathering, customer onboarding, and operational coordination.
- Ability to understand software products and explain solutions clearly to customers.
- Strong ownership, follow-up, problem-solving, and multitasking skills.
- Excellent written and spoken English.
- Willingness to work onsite in Kolkata during US business hours.

Preferred Experience:

- Experience in US healthcare, healthcare technology, SaaS, RCM, medical billing, EHR/EMR, or healthcare operations.
- Experience conducting product demos and supporting pre-sales opportunities.
- Familiarity with CRM, support, or project management tools.
- Understanding of customer success metrics, renewals, and account management will be an advantage.

Key Skills:

- Customer Success
- Pre-Sales
- Customer Operations
- US Client Management
- Requirement Gathering
- Product Demonstration
- Customer Onboarding
- Account Management
- Escalation Management
- Client Relationship Management
- Cross-Functional Coordination
- Customer Retention

Ideal Candidate:

The ideal candidate should be able to manage the complete customer journey- from supporting a prospect during pre-sales to successfully onboarding and managing the customer after conversion.

They should be customer-focused, commercially aware, organised, and capable of coordinating effectively between the Customer, Sales, Product, and Technology teams.

📌 Customer Success Manager (Kolkata)
🏢 Playbook Ai
📍 Kolkata