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

📌 Customer Success Manager (Bengaluru)
🏢 Multiplier
📍 Bengaluru