Job Description Job Overview
NWe 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.
NAs a pooled CSM, you willnot 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.
N n n What You’ll Do
N Scaled Customer Success
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- Support a pooled set of SSB customers through a low-touch, tech-enabled CSM motion . N
- Drive adoption, value realization, and retention using structured playbooks and lifecycle journeys. N
- Proactively engage customers at key moments such as onboarding, early usage, risk signals, and renewals. N

n Support-Led Engagement
N
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- Work closely withCustomer Support as the primary customer interaction channel . N
- Monitor support signals, trends, and escalations to identify adoption blockers or churn risks. N
- Step in for CSM-led interventions when customers need strategic guidance beyond support. N

n Customer Lifecycle Ownership
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- Execute onboarding, adoption check-ins, QBR-lite engagements, and renewal support in a scalable manner. N
- Manage customer health using data, usage insights, and support interactions. N
- Identify at-risk customers and run proactive recovery motions. N

n Cross-Functional Collaboration
N
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- Partner with Product, Support, and Operations teams to surface recurring issues and improvement opportunities. N
- Contribute to the creation of scalable playbooks, in-product guidance, and self-serve resources. N

n Documentation & Enablement
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- Help build and maintain customer-facing and internal documentation including FAQs, best practi

📌 Hiring: Customer Success Manager (Bengaluru)
🏢 Multiplier
📍 Bengaluru