Customer Success Manager (CSM)

Location: Chennai

Department: Customer Success

Reports To: Senior Manager Customer Success

Be the Face of Customer Success at ProManage

Are you passionate about building strong client relationships, solving business challenges, and driving measurable customer outcomes?

At ProManage, we empower leading brands through AI-powered Hyperlocal SaaS, Digital Marketing, and Customer Experience solutions. We are looking for a Customer Success Manager who can own customer relationships, drive product adoption, manage implementation projects, and identify opportunities for retention and account growth.

About ProManage

ProManage is an AI-powered Hyperlocal SaaS platform trusted by 70+ enterprise brands. Our solutions help businesses strengthen their digital presence, improve customer engagement, protect brand reputation, and drive measurable business outcomes.

Role Overview

As a Customer Success Manager, you will own the complete customer lifecycle—from onboarding and implementation to adoption, engagement, retention, renewal, and expansion.

You will work closely with enterprise customers and internal teams to ensure successful implementation, product adoption, issue resolution, and achievement of customer business objectives.

Key Responsibilities

- Own the end-to-end customer lifecycle, including onboarding, implementation, adoption, engagement, retention, renewals, and expansion.
- Build and maintain strong relationships with customer stakeholders, including key decision-makers.
- Act as the primary point of contact for assigned customers and proactively manage their requirements.
- Plan and manage customer implementation projects, including timelines, milestones, deliverables, dependencies, and risks.
- Conduct regular customer reviews, QBRs, health checks, product demonstrations, and training sessions.
- Monitor customer health, product adoption, engagement, usage, renewal indicators, and business outcomes.




- Identify customer pain points and proactively develop solutions to improve customer experience.
- Identify and drive relevant upselling and cross-selling opportunities based on customer requirements.
- Coordinate with Product, Sales, Marketing, Support, Engineering, and Implementation teams to resolve customer requirements.
- Capture customer feedback and translate business requirements into actionable recommendations for internal teams.
- Support customers in maximizing the value and ROI of ProManage solutions.
- Maintain accurate CRM records, account plans, project documentation, customer interactions, and engagement history.
- Track account risks and develop proactive retention and recovery plans.
- Ensure timely resolution and closure of customer issues while maintaining a high level of customer satisfaction.

Required Qualifications
- Bachelor's degree in B.E./B.Tech, Computer Science, Information Technology, Business Administration, Marketing, or a related discipline.
- 5+ years of experience in Customer Success, Account Management, Client Success, Project Management, Digital Marketing, or other customer-facing roles.
- Strong experience in stakeholder management and enterprise/customer relationship management.
- Excellent communication, presentation, negotiation, and problem-solving skills.
- Ability to manage multiple customer accounts, projects, priorities, and deadlines simultaneously.
- Strong project coordination and execution capabilities.
- Experience working with cross-functional teams.
- Exposure to product management,



SaaS products, or technology-driven solutions.

Preferred Qualifications
- B.E./B.Tech preferred.
- MBA in Marketing, Sales, Operations, Business Analytics, or General Management is an added advantage.
- Experience in B2B SaaS, MarTech, AdTech, Customer Experience, Digital Marketing, or technology-enabled businesses.
- Working knowledge of SEO, SEM, Google Business Profile, Social Media Marketing, and Online Advertising.
- Experience with CRM platforms such as Salesforce, HubSpot, Zoho CRM, or similar tools.
- Experience with project management tools such as Jira, Asana, Monday.com, Trello, or ClickUp.
- Experience handling enterprise customers and senior stakeholders.
- Customer Success, Project Management, SaaS, or Digital Marketing certifications are an advantage.
- Hindi proficiency is an added advantage.

What We’re Looking For The ideal candidate is someone who can go beyond simply managing customer queries. You should be able to understand the customer's business, identify gaps, drive adoption, coordinate execution, demonstrate value, and ultimately influence retention and growth. You should be comfortable operating at the intersection of Customer Success + Project Management + Digital Marketing + SaaS + Account Growth.

Why Join ProManage?

- Work with an AI-powered Hyperlocal SaaS platform serving enterprise brands.
- Manage strategic customer relationships and business outcomes.
- Work closely with AI, SaaS, Digital Marketing, and Customer Experience technologies.
- Gain exposure to enterprise stakeholder management and cross-functional projects.
- Build a robust career in Customer Success and SaaS account management.
- Make a measurable impact on customer adoption, retention, and business growth.

Location: Chennai

Function: Customer Success

Role: Customer Success Manager (CSM)

Experience: 5+ Years

📌 Customer Success Manager (Bengaluru)
🏢 Sulekha
📍 Bengaluru