About the Role

We are looking for a Customer Success Manager (CSM) who will take end-to-end ownership of customer satisfaction, customer retention and long-term account success.

The Customer Success Manager will be the key relationship owner between Mawai and its customers. The person will regularly interact with customers to understand their business requirements, concerns, service experience, grievances and expectations.

The CSM will coordinate closely with Mawai's SAP consultants, project managers, functional leads, technical teams and senior management to ensure that customer problems are resolved quickly, effectively and with the utmost satisfaction of the customer.

The person will not merely communicate or forward customer complaints. The CSM will own the problem until resolution, continuously follow up with the responsible Mawai team, escalate internally when required, and recommend additional/external expertise when Mawai's internal capabilities are not sufficient.

The ultimate objective of this role is:





Customer Satisfaction Customer Retention Customer Loyalty Additional Business

Role & responsibilities:

1. Customer Relationship & Regular Engagement
- Act as the primary relationship owner for assigned Mawai customers.
- Maintain regular interaction with customers to understand their satisfaction level, concerns, expectations and business priorities.
- Conduct periodic customer review meetings and service review discussions.
- Develop a robust understanding of each customer's business processes, SAP landscape, current projects and support requirements.
- Build trusted relationships with customer stakeholders, including business users, IT teams and senior management.
- Proactively identify potential dissatisfaction before it becomes a formal escalation.

2. Customer Satisfaction End-to-End Ownership
- Take full ownership of customer satisfaction for assigned accounts.
- Understand customer complaints, concerns, service gaps and escalations in detail.

📌 Customer Success Manager (Noida)
🏢 Mawai Infotech
📍 Noida