Job Description – Customer Success Manager

Role: Customer Success Manager

Experience: 5+ Years

Department: Customer Success / Account Management

Employment Type: Full-Time

Reporting To: Head of Customer Success / Business Leadership

Role Overview

We are looking for an experienced Customer Success Manager (CSM) who will own the overall success, retention, and growth of a portfolio of customers.

This is not purely a relationship-management role. The CSM will be expected to develop a deep understanding of the customer's business, ensure that our services and solutions continue to deliver measurable value, proactively manage risks, drive renewals, and identify opportunities to expand the relationship.

The CSM will work closely with customer stakeholders as well as internal Sales, Delivery, Project Management, Engineering, Finance, and Leadership teams to ensure that customer expectations, delivery outcomes, commercial objectives, and long-term account strategy remain aligned.

Key Objectives of the Role

The Customer Success Manager Will Be Responsible For





• Building robust and trusted relationships with customers.
• Protecting and growing existing account revenue.
• Increasing customer retention and renewal rates.
• Identifying upsell and cross-sell opportunities.
• Improving customer satisfaction and engagement.
• Ensuring customers realize measurable value from our services.
• Proactively identifying risks before they become escalations.
• Coordinating internal teams to resolve customer challenges.
• Developing long-term strategic account plans.
• Creating opportunities for deeper customer partnerships.

Key Responsibilities

Customer Relationship Management

Own the overall relationship with assigned customers.

Responsibilities Include

• Act as the primary business point of contact for customers.
• Build relationships with operational stakeholders, project owners, business leaders, and executive sponsors.
• Understand each customer's organization, busine

📌 Customer Success Manager (Chennai)
🏢 Mako IT Lab
📍 Chennai