- Job Category: Product
- Job Type: Permanent
- Job Location: Bangalore
- Experience: 8+ Years
- Employment Type: Full time
- Reporting To: Chief Technology Officer
- Team Size: 15-20 Customer Success Support Specialists
- Scope: Global Customer Base, Priority on Indian Enterprise Accounts
Job Summary
The Role: Purpose Impact - As our Customer Success Assurance Manager (CSAM) , you'll shape the strategic backbone of Customer Success and be the central force behind delivering an outstanding support experience . You'll coordinate cross-functional resolution teams, drive transparent customer communication, own escalations end-to-end and help minimize business impact.
Responsibilities
- Conduct proactive health-check cadence calls and success planning workshops
- Analyze and present usage analytics insights to customers
- Lead P1/P2 escalation and incident management workflows end-to-end
- Engage with both technical and executive stakeholders to manage expectations
- Develop and maintain Playbooks , SOPs , and Run-Books for repeatable excellence
- Establish Voice of Customer (VoC) feedback loops and provide product improvement inputs
- Manage Post-Incident RCA and PIR programs to drive root-cause prevention
- Oversee onboarding for new enterprise customers and ensure successful adoption
- Deliver training and enablement to both internal teams and customers
- Coordinate internally across Product, Engineering, DevOps, and Sales for aligned outcomes
- Foster a culture of documentation and knowledge-sharing across the Success organization
Key Processes You'll Lead
- Incident escalation workflow and severity matrix optimization
- Implementation and iteration of the Customer Health Score model and alerts
- Standardized Post-Incident Review (PIR) / RCA framework
- Prioritization of continuous improvement backlog from support and CS insights
- End-to-end management of the Voice-of-Customer program
- Structured forecasting cadence for renewals and expansions
Strategic Initiatives You'll Champion
- Rollout of real-time incident and health dashboards (Power BI / Tableau)
- Churn prediction and risk detection using customer telemetry
- Playbook automation and self-service knowledge base improvements
Your Experience Expertise
- 8+ years in Customer Success / Technical Support, with 3+ years managing teams
- Solid knowledge of IT Infrastructure , SaaS Support Models , and Cybersecurity (
IAM familiarity a big plus
)
- Proven track record managing high-pressure escalations and executive communications
- Able to derive insights from usage data; basic SQL skills for ad-hoc analytics
- Comfortable with frameworks like ITIL v4 or Incident Command Systems
- Confident communicator can engage execs, facilitate workshops , and lead post-mortems
You'll Thrive Here If You Are
- A servant leader who advocates fiercely for customers
- Data-driven , decisive, and passionate about systems/process improvement
- Calm under pressure and naturally collaborative during crisis moments
- An effective influencer and trusted Voice of the Customer to internal teams
Growth Path
- High-visibility pathway to Director Customer Success Assurance within 2-3 years
Work Model Flexibility
- Bangalore-based role; core working hours aligned to IST
- Flexibility for global customer engagement across time zones
- Travel 25% for key executive meetings and business reviews
Application Screening Process
- HR Screening
- Functional Panel Interview (Live P1 Case Study)
- Executive Presentation to CTO VP CS (30-60-90 Day Plan)
- Reference Checks and Offer
Required Submissions
- Updated r sum
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.