We're looking for a Customer Success Manager who owns the customer's experience post-sale — driving rapid, 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.
Robust 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