We're looking for a Customer Success Manager who owns the customer's experience post-sale — driving fast, high-quality issue resolution and acting as the customer's voice. You'll be the connective tissue between our customers and our Tech/Product/Engineering teams, ensuring problems don't just get logged, but get *solved* — quickly and with context.

Key Responsibilities

Customer Resolution
- Own end-to-end resolution of customer issues — from first report to confirmed fix — across product, workflow, and account-related queries.
- Triage and prioritize incoming issues by severity and business impact; set and manage customer expectations on resolution timelines.
- Maintain explicit, proactive communication with customers throughout the resolution lifecycle, ensuring no ticket goes stale.
- Track resolution metrics (first response time, time-to-resolution, reopen rate) and work to continuously improve them.
- Identify recurring or systemic issues and escalate patterns, not just individual tickets.





What We're Looking For
- 2–5 years of experience in Customer Success, Technical Support, or Account Management, ideally in B2B SaaS.
- Strong problem-solving instincts — comfortable digging into a technical issue before looping in engineering.
- Excellent written and verbal communication skills; able to translate technical detail for non-technical customers and vice versa.
- Experience working cross-functionally with Product/Engineering teams.
- Familiarity with CRM/helpdesk tools (Zendesk, Freshdesk, HubSpot, or similar).
- A bias for ownership — you don't wait for a ticket to be assigned to you to care about the outcome.
- Prior exposure to the solar, construction-tech, or engineering-software industry is a plus, but not required.

Pay: ₹30,000.00 per month

Work Location: In person

📌 Customer Success Manager (Chennai)
🏢 Sheroes
📍 Chennai