We’re Hiring | Customer Success Manager (CSM) | Pune | Hybrid
Sakon is looking for an experienced and customer-focused professional to join our team as a Customer Success Manager (CSM).
If you are passionate about customer engagement, SaaS solutions, strategic relationship management, and driving measurable business outcomes, this opportunity could be a outstanding fit for you.
Location: Pune, India (Hybrid)
Shift: US Shift-5:30 PM-2:30 AM
Experience:8-12 years in Customer Success / SaaS / Managed Services / Account Management
Our Expectations
Customer Advocacy & Retention
- Partner with the Service Delivery, Data and Tech Support teams to ensure timely resolution of technical challenges.
- Act as the voice of the customer internally, ensuring customer needs and feedback influence product development and roadmap priorities.
- Identify at-risk accounts early and execute proactive engagement plans to reduce churn risk.
- Build strong Sakon sponsor relationships within customer organizations.
Operational Excellence
- Maintain accurate, detailed records of account health, activities, and success plans in CRM and Client Services tools.
- Analyse and report on customer health, engagement, and outcome metrics on a regular basis.
- Contribute to the creation of playbooks, knowledge bases, and success frameworks for internal and customer use.
- Mentor junior team members and contribute to building scalable success practices.
Customer Engagement & Lifecycle Management
- Own the post-onboarding customer journey across onboarding transition, adoption, and ongoing success phases.
- Lead structured onboarding programs, ensuring rapid time-to-value and smooth transitions from implementation.
- Work with the SCEs to develop and maintain customer success plans tailored to each account’s strategic goals and KPIs.
- Drive regular engagement through weekly delivery meetings, QBRs (Quarterly Business Reviews), adoption workshops, and one-on-one customer POC check-ins.
- Manage customer escalations in partnership with the Service Delivery and Tech Support teams to drive timely resolution.
- Develop and execute Go-to-green plans for at-risk customers to restore confidence, improve outcomes, and reduce churn risk.
Value Realization & Adoption
- Proactively monitor product adoption trends, usage data, and customer health scores.
- Identify gaps in adoption and work with customers to resolve blockers through training, enablement, or services.
- Provide consultative guidance on best practices, industry benchmarks, and business process improvements.
- Translate customer business objectives into measurable outcomes that showcase ROI.
Revenue Growth Support
- Collaborate with SCEs to identify and nurture expansion opportunities, while maintaining a trusted advisor's stance.
- Surface upsell/cross-sell opportunities based on usage patterns, unmet needs, and business priorities.
- Support the renewal process by demonstrating value delivered and alignment to future objectives.
Success Metrics
- Gross Retention Rate – Renewal rate of assigned accounts.
- Net Promoter Score (NPS) / CSAT – Customer satisfaction and advocacy levels.
- Adoption Metrics – Module usage, feature utilization, and engagement frequency.
- Time to Value (TTV) – Speed at which customers realize business benefits post-implementation.
- Churn Reduction – Decrease in at-risk accounts and churn percentage.
- Expansion Identification – Number and quality of upsell/cross-sell opportunities surfaced for AE follow-up.
Key Competencies
- Customer Advocacy – Always acting in the customer’s best interest while balancing company objectives.
- Strategic Thinking – Ability to design long-term success strategies, not just tactical fixes.
- Problem Solving – Skilled at diagnosing challenges, removing blockers, and orchestrating solutions.
- Collaboration – Works fluidly across Sales, Delivery, Product, and Support. Outcome Orientation – Obsessed with delivering measurable value and ensuring customers achieve desired results.
Qualifications
- 9-12 years in Customer Success, Managed Services/Operations, Account Management, or Consulting within a SaaS/Services environment.
- Experience in managing customers in Service based environment.
- Strong ability to link technology adoption to measurable business outcomes.
- Proven experience building relationships with senior stakeholders.
- Comfortable understanding the Sakon platforms, integrations, APIs, and workflows, collaborating with Tech Support and Support engineers.
- Ability to leverage data to assess customer health, adoption, and value realization.
- Excellent written, verbal, and presentation skills; capable of influencing both operational users and executives.
- Global mindset with experience engaging diverse stakeholders across regions.
Job Snapshot
Updated Date
01/10/2026
Job ID
JOB_00103
Department Layer-
Devices
Location
Pune, Maharashtra, India
Experience
5 - 10 Years
Employee Type
Permanent
Salary Range
INR 20,00,000 - 30,00,000 (Annual)
We’re Hiring | Customer Success Manager (CSM) | Pune | Hybrid
Sakon is looking for an experienced and customer-focused professional to join our team as a Customer Success Manager (CSM).
If you are passionate about customer engagement, SaaS solutions, strategic relationship management, and driving measurable business outcomes, this opportunity could be a great fit for you.
Location: Pune, India (Hybrid)
Shift: US Shift-5:30 PM-2:30 AM
Experience:8-12 years in Customer Success / SaaS / Managed Services / Account Management
Our Expectations
Customer Advocacy & Retention
- Partner with the Service Delivery, Data and Tech Support teams to ensure timely resolution of technical challenges.
- Act as the voice of the customer internally, ensuring customer needs and feedback influence product development and roadmap priorities.
- Identify at-risk accounts early and execute proactive engagement plans to reduce churn risk.
- Build strong Sakon sponsor relationships within customer organizations.
Operational Excellence
- Maintain accurate, detailed records of account health, activities, and success plans in CRM and Client Services tools.
- Analyse and report on customer health, engagement, and outcome metrics on a regular basis.
- Contribute to the creation of playbooks, knowledge bases, and success frameworks for internal and customer use.
- Mentor junior team members and contribute to building scalable success practices.
Customer Engagement & Lifecycle Management
- Own the post-onboarding customer journey across onboarding transition, adoption, and ongoing success phases.
- Lead structured onboarding programs, ensuring rapid time-to-value and smooth transitions from implementation.
- Work with the SCEs to develop and maintain customer success plans tailored to each account’s strategic goals and KPIs.
- Drive regular engagement through weekly delivery meetings, QBRs (Quarterly Business Reviews), adoption workshops, and one-on-one customer POC check-ins.
- Manage customer escalations in partnership with the Service Delivery and Tech Support teams to drive timely resolution.
- Develop and execute Go-to-green plans for at-risk customers to restore confidence, improve outcomes, and reduce churn risk.
Value Realization & Adoption
- Proactively monitor product adoption trends, usage data, and customer health scores.
- Identify gaps in adoption and work with customers to resolve blockers through training, enablement, or services.
- Provide consultative guidance on best practices, industry benchmarks, and business process improvements.
- Translate customer business objectives into measurable outcomes that showcase ROI.
Revenue Growth Support
- Collaborate with SCEs to identify and nurture expansion opportunities, while maintaining a trusted advisor's stance.
- Surface upsell/cross-sell opportunities based on usage patterns, unmet needs, and business priorities.
- Support the renewal process by demonstrating value delivered and alignment to future objectives.
Success Metrics
- Gross Retention Rate – Renewal rate of assigned accounts.
- Net Promoter Score (NPS) / CSAT – Customer satisfaction and advocacy levels.
- Adoption Metrics – Module usage, feature utilization, and engagement frequency.
- Time to Value (TTV) – Speed at which customers realize business benefits post-implementation.
- Churn Reduction – Decrease in at-risk accounts and churn percentage.
- Expansion Identification – Number and quality of upsell/cross-sell opportunities surfaced for AE follow-up.
Key Competencies
- Customer Advocacy – Always acting in the customer’s best interest while balancing company objectives.
- Strategic Thinking – Ability to design long-term success strategies, not just tactical fixes.
- Problem Solving – Skilled at diagnosing challenges, removing blockers, and orchestrating solutions.
- Collaboration – Works fluidly across Sales, Delivery, Product, and Support. Outcome Orientation – Obsessed with delivering measurable value and ensuring customers achieve desired results.
Qualifications
- 9-12 years in Customer Success, Managed Services/Operations, Account Management, or Consulting within a SaaS/Services environment.
- Experience in managing customers in Service based environment.
- Strong ability to link technology adoption to measurable business outcomes.
- Proven experience building relationships with senior stakeholders.
- Comfortable understanding the Sakon platforms, integrations, APIs, and workflows, collaborating with Tech Support and Support engineers.
- Ability to leverage data to assess customer health, adoption, and value realization.
- Excellent written, verbal, and presentation skills; capable of influencing both operational users and executives.
- Global mindset with experience engaging diverse stakeholders across regions.
Share the opportunity
📌 CSM (Pune)
🏢 Sakon
📍 Pune