About the Role
India’s leading Educational ERP Software company, a Deloitte Rapid 50 Company and ET Growth Champion, Academia by Serosoft is looking for a dynamic and customer-focused Senior Manager – Customer Success to lead the Customer Success function and drive customer satisfaction, product adoption, retention, and long-term customer growth.

The role will be responsible for managing key customer relationships, leading the Customer Success team, resolving critical escalations, and working closely with internal teams to deliver an exceptional customer experience.

Key Responsibilities
Lead, mentor and manage the Customer Success team to ensure high performance and customer satisfaction.
Build and maintain strong relationships with key stakeholders and senior leadership at client organizations.
Drive customer satisfaction, product adoption, engagement, retention, and overall account health.
Conduct regular customer reviews to understand business objectives, challenges, product usage, and improvement opportunities.




Proactively identify customer risks and manage critical escalations to ensure timely resolution.
Monitor customer accounts, product usage, and key success metrics to identify opportunities for improvement and growth.
Identify opportunities for upselling and cross-selling in collaboration with relevant internal teams.
Work closely with Product, Technology, Implementation, Support, and Sales teams to resolve issues and improve the overall customer experience.
Represent the voice of the customer internally and drive continuous improvement in products, processes, and services.
Establish and improve Customer Success processes, reporting, and key performance metrics.
Track and analyse customer data, including product adoption, customer satisfaction, ticket trends, and account health.
Travel to client locations as required for strategic meetings, relationship management, critical escalations, and other business requirements.

Education & Experience
Bachelor’s o

📌 Senior Manager – Customer Success (Indore)
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