Job Overview We are looking for a Customer Success Manager (Pooled Model) to support a large portfolio of SSB and scaled customers through a low-touch, support-assisted success motion . This role focuses on driving customer outcomes, adoption, and retention at scale, while leveraging Support, automation, and self-service as primary engagement channels.

As a pooled CSM, you will not own a fixed book of named accounts. Instead, you will manage customer success by segment and lifecycle stage , stepping in proactively at key moments while ensuring customers get the most value from the platform.

Scaled Customer Success

Support a pooled set of SSB customers through a low-touch, tech-enabled CSM motion .

Proactively engage customers at key moments such as onboarding, early usage, risk signals, and renewals.

Support-Led Engagement

Work closely with Customer Support as the primary customer interaction channel .





Monitor support signals, trends, and escalations to identify adoption blockers or churn risks.

Step in for CSM-led interventions when customers need strategic guidance beyond support.

Execute onboarding, adoption check-ins, QBR-lite engagements, and renewal support in a scalable manner.

Manage customer health using data, usage insights, and support interactions.

Identify at-risk customers and run proactive recovery motions.

Partner with Product, Support, and Operations teams to surface recurring issues and improvement opportunities.

Help build and maintain customer-facing and internal documentation including FAQs, best practices, and success guides.

3–6+ years of experience in Customer Success,

📌 Customer Success Manager (Bengaluru)
🏢 Multiplier
📍 Bengaluru