Customer Success Lead / Manager – SaaS (ERP / POS / F&B; /Retail Tech)

Domain: ERP | POS | F&B; | Retail Tech

Role Overview We are looking for an experienced Customer Success Lead / Manager to manage key customers, improve customer retention, increase product adoption, and drive revenue from existing accounts.

The ideal candidate should have strong experience in SaaS, ERP, POS, F&B;, or Retail technology and be capable of managing customers as well as leading a Customer Success team.

Key Responsibilities

- Manage large and enterprise customer accounts and build strong client relationships.
- Act as the primary contact for key customers and ensure customer satisfaction and retention.
- Identify churn risks and take proactive steps to retain customers.
- Monitor customer usage, engagement, and product adoption.
- Coordinate with Onboarding/Implementation teams to ensure smooth onboarding and go-live.
- Understand customer requirements and provide suitable product/workflow solutions.
- Coordinate with Support and Technical teams to resolve customer issues and escalations.
- Drive product adoption and usage across customer accounts.
- Build, train, and manage the Customer Success team.
- Define CS processes, KPIs, and customer engagement strategies.
- Identify and drive upselling, cross-selling, renewals, and account expansion.
- Conduct customer meetings, QBRs, webinars, and training sessions.
- Collect customer feedback, reviews, and testimonials.




- Work closely with Sales, Product, Support, and Implementation teams.
- Manage the complete customer lifecycle: Onboarding → Adoption → Retention → Growth → Renewal.

Requirements
- 3-4 years of experience in Customer Success, Account Management, or SaaS Sales.
- Experience managing large/enterprise accounts.
- Experience in team handling/leadership.
- Strong experience in upselling, cross-selling, and renewals.
- Experience with customer onboarding and implementation coordination.
- Experience in ERP, POS, SaaS, F&B;, or Retail is preferred.
- Solid communication, presentation, negotiation, and problem-solving skills.
- Ability to work with Sales, Product, Support, and Technical teams.
- Data-driven approach with understanding of customer KPIs, retention, and adoption metrics.

Educational Qualification
- Bachelor's degree in Business, Technology, Management, or related field.
- MBA is a plus.

Key Success Metrics
- Reduced customer churn
- Improved customer retention
- Increased product adoption and usage
- Increased upsell/cross-sell revenue
- Improved customer satisfaction
- Successful onboarding and implementation
- Strong and scalable Customer Success team

Ideal Candidate Someone who can own the complete customer journey, manage strategic accounts, lead the CS team, reduce churn, improve product adoption, and generate growth from existing customers.

📌 Customer Success Lead (Tamil Nadu)
🏢 Bytize Technology Solutions
📍 Tamil Nadu