Job Title: Customer Success Manager

Location: Remote (India)

Employment Type: Full-time

Timings: 6:30am to 3:30am IST

Overview

We are seeking an experienced Customer Success Manager / Account Manager to manage a portfolio of customers using our Payroll and HR software for the construction industry. This role is responsible for driving customer satisfaction, product adoption, renewals, and account growth while serving as a trusted advisor to key stakeholders.

Key Responsibilities

- Manage a portfolio of customer accounts, building solid relationships with HR, Payroll, Finance, and Operations leaders.
- Drive customer success through onboarding, adoption, business reviews, and strategic guidance.
- Own customer retention, renewals, and identify upsell and cross-sell opportunities.
- Develop account growth plans aligned with customer business goals.
- Partner with Product, Support, and Implementation teams to resolve issues and improve the customer experience.
- Provide consultative guidance on payroll, HR, workforce management,



and compliance best practices.
- Gather customer feedback and advocate for product enhancements.

Qualifications

- 5+ years of experience in Customer Success, Account Management, or SaaS client relationship management.
- Demonstrated success managing customer portfolios, renewals, and revenue growth.
- Strong executive communication, presentation, and relationship-building skills.
- Experience with CRM platforms such as Salesforce or HubSpot.
- Experience with Payroll, HRIS, HCM, or Workforce Management software is highly preferred.
- Construction industry experience or knowledge of construction payroll and labor compliance is a plus.

Success Measures

- Customer retention and renewal rates
- Net Revenue Retention (NRR) and expansion revenue
- Product adoption and customer health
- Customer Satisfaction (CSAT)
- Churn reduction

📌 Customer Success Manager (India)
🏢 Lumber
📍 India