Customer Success Manager Work from Office — Pune Experience: 2–4 years We have been in the enterprise ATS space for 10 years. Some of the best companies in the country run their hiring on MyNextHire, which means when something goes wrong with their hiring system, our support team is the first place they call. Every one of those calls matters.

A great support experience builds the trust that everything else — renewals, advocacy, expansion — is built on. This role is for someone who takes a client's problem personally and does not let go until it is solved. What you will be doing When a client reaches out — by phone, chat, or email — you are their first point of contact.

You pick it up within 15 minutes, understand what they need, and own it all the way to resolution. You will not always be the one fixing the problem. Depending on what it is, our product team, engineering team, or solution experts will do that.

But you are the one making sure it actually gets done — following up internally, keeping the client informed, and making sure nothing falls through the cracks. Think of yourself as the person the client always hears back from, no matter how complex the issue. The part that makes this more than a support role Here is what sets this apart from support anywhere else.

MyNextHire is building an AI that sits at the very front of the client experience — often the first thing a client interacts with when they reach out. It already handles a growing share of what comes in, and it gets sharper every week. You are not on the sidelines of that.

You are the reason it improves. Every issue you handle, every question you field, every moment you spot where the AI could have done better becomes fuel for making it smarter. You will flag what it missed, shape how it should have responded, and feed the real language and real problems of real clients back into the system.

As the AI matures, the routine work increasingly handles itself — which frees you to do the high-value, human work that clients actually remember you for. In other words, you are not just resolving requests. You are helping build and mature the interface that thousands of client interactions will run through.





Roughly half of this role is owning client outcomes today; the other half is quietly shaping the product that will define the client experience tomorrow. Very few roles give you that kind of leverage this early in a career. What you need to achieve - Respond to every current client request within 15 minutes - Ensure every request you own is actively moving toward resolution — no ticket should be sitting idle without a reason - Maintain 95%+ SLA compliance across all requests from your assigned clients - Keep clients informed at every step so they never have to chase you for an update How the best people in this role operate They confirm before they act.

The most common mistake in support is assuming you understood the problem correctly. Before doing anything, the best CSMs repeat back what they heard — the situation the client is in, what is blocking them, and what they are asking for — and wait for the client to say "yes, that's right." This one habit prevents most rework. They stay calm when clients are not.

When a client is frustrated or has been waiting too long, the instinct is to jump to a solution immediately. What actually works is different — acknowledge what the client is feeling, show them you understand why it matters, and only then explain what you are going to do about it. Clients who feel heard de-escalate.

Clients who feel dismissed escalate further. They hand off with care, not with a transfer. Not every issue can be resolved by you alone. When you need to bring in a product expert, an engineer, or your manager, the client should feel looked after — not passed around.

That means explaining clearly who is taking it, why that person, and what happens next. A good handoff is invisible to the client. They log everything in real time. Every call, every update, every internal follow-up goes into the system the moment it happens.

This is not a formality — it is what makes it possible for anyone on the team to step in if needed, and it is what protects you if a client ever questions what was done. They chase, not wait.



When an issue is with the engineering or product team, you are not waiting for someone to tell you it is resolved.

You are checking, following up, flagging if something is taking longer than expected, and keeping the client updated throughout. The client's problem is yours until it is closed. What you can count on - A Customer Support Manager who handles senior client relationships and complex escalations — you always have someone to go to when a situation is beyond your scope - Detailed playbooks for the most common issues, so the majority of requests can be resolved on the first call without involving anyone else - A network of product and engineering experts who respond when you route requests to them correctly - A clear, structured process for how every request moves from start to finish — you are not figuring it out as you go What this role will ask of you - You will need to learn the product well enough to handle the most common issues yourself.

This takes time and effort, and the learning curve is real — but the support and playbooks are there to help - You will manage multiple open requests across multiple clients at the same time. Staying on top of all of them without dropping anything requires a daily discipline around checking, updating, and following up - Some clients will be frustrated and not always easy to talk to. Staying composed, professional, and helpful regardless is not optional — it is the job - You report to the Customer Support Manager, who owns the overall client relationship.

Your job is to execute on the day-to-day with the same care and reliability that they would Why this is a good next move for you - You get direct, daily exposure to enterprise clients from day one — not a back-office role, not a queue-processing role, but real conversations with real people at companies that take their hiring seriously - You will build product knowledge, client communication skills, and process discipline at the same time — the combination that opens doors to customer success, solution consulting, or pre-sales later in your career - Strong performers in this role grow into the Customer Support Manager role or move into our Solutions Consulting team. Both paths are well-established at MyNextHire

📌 Customer Success Manager (Pune)
🏢 Customer Success
📍 Pune