JOB DESCRIPTION

CUSTOMER SUCCESS MANAGER (CSM)

Designation: Customer Success Manager (CSM)

Experience: 2+ Years

Employment Type: Full-Time

Languages Required: English, Telugu & Local Language

ABOUT THE ROLE

We are seeking a Customer Success Manager (CSM) to manage customer relationships and ensure a smooth customer journey from onboarding to continued engagement and retention. The role will primarily focus on supporting retailers and distributors, driving platform adoption, resolving customer concerns, and delivering a positive customer experience.

KEY RESPONSIBILITIES

· Manage and maintain strong relationships with retailers and distributors.

· Lead customer onboarding, platform demonstrations, and training.

· Drive platform adoption and achieve a faster Time-to-First-Order.

· Address customer queries, support requests, and operational concerns.

· Coordinate with internal teams to ensure timely issue resolution.

· Manage customer escalations and ensure effective closure.

· Conduct regular customer follow-ups to monitor engagement and satisfaction.

· Collect customer feedback and communicate key insights to relevant teams.

· Monitor customer health and proactively identify retention risks.

· Maintain accurate customer records, follow-ups, and support reports.

· Support customer retention and identify opportunities for account growth.





QUALIFICATIONS & SKILLS

· Bachelor’s degree in Business, Marketing, IT, Communications, or a related field.

· 2+ years of experience in Customer Success, Customer Support, Account Management, or Client Relationship Management.

· Excellent verbal and written communication skills.

· Solid relationship management and interpersonal skills.

· Good problem-solving and coordination abilities.

· Customer-focused, proactive, and accountable approach.

· Ability to manage multiple customers and priorities effectively.

· Working knowledge of CRM tools and MS Office.

CORE COMPETENCIES

Customer Success | Relationship Management | Customer Onboarding | Platform Adoption | Customer Support | Issue Resolution | Customer Retention | Communication | Problem Solving | Stakeholder Coordination

KEY PERFORMANCE INDICATORS

· Customer Retention & Churn

· Time-to-First-Order

· Customer Onboarding & Platform Adoption

· Customer Satisfaction / CSAT

· Support Ticket Resolution

· Customer Engagement

· Customer Feedback / NPS

REPORTING STRUCTURE

Reports To: Operations Head

For further information, if you are interested, please feel free to contact us at (phone hidden).

Pay: From ₹25,000.00 per month

Benefits:

- Flexible schedule

Work Location: In person

📌 Customer Success Manager (Hyderabad)
🏢 Shri Technologies
📍 Hyderabad