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. What You’ll Do Scaled Customer Success Support a pooled set of SSB customers through a low-touch, tech-enabled CSM motion . Drive adoption, value realization, and retention using structured playbooks and lifecycle journeys. 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. Customer Lifecycle Ownership 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. Cross-Functional Collaboration Partner with Product, Support, and Operations teams to surface recurring issues and improvement opportunities. Contribute to the creation of scalable playbooks, in-product guidance, and self-serve resources. Documentation & Enablement Help build and maintain customer-facing and internal documentation including FAQs, best practices, and success guides. Share feedback to improve processes, tooling, and automation. What You’ll Bring 3–6 years of experience in Customer Success, Ac

📌 Customer Success Manager (Karnataka)
🏢 Multiplier
📍 Karnataka