Position: Customer Success Manager

Location: Gurugram

Working Days: Monday to Friday

Experience Required: 3+ years

Customer Success Manager

Role:

As a Customer Success Manager, you will oversee the end-to-end customer lifecycle, from onboarding to adoption, support, and renewal. You’ll ensure customers get the best experience by driving operational excellence, resolving issues swiftly, and ensuring our platform helps brands deliver exceptional mobile shopping experiences.

Responsibilities:

- Serve as the primary point of contact for assigned customers, building strong, long-term relationships.
- Lead onboarding and ensure a smooth transition from sales to implementation.
- Drive product adoption, usage, and measurable value for customers across different markets.
- Understand customer goals and proactively recommend solutions.
- Manage queries, troubleshoot issues, and collaborate with product/tech teams for quick resolutions.
- Monitor account health, identify risks, and work on retention strategies to ensure high customer satisfaction.
- Identify upsell and cross-sell opportunities in collaboration with the sales team.




- Collect and relay customer feedback to influence product roadmap and improvements.
- Track and report key metrics like NRR (Net Revenue Retention), churn, adoption rates, and customer satisfaction.

Qualifications and Skills:

- 3+ years of experience in Customer Success, Account Management, or a client-facing role in SaaS / e-commerce tech.
- Experience working with North American / US customers is preferred.
- Strong communication, problem-solving, and relationship-building skills.
- Ability to understand customer business models and align solutions.
- Proactive, detail-oriented, and comfortable managing multiple accounts simultaneously.
- Experience working with DTC brands or in the e-commerce ecosystem is a plus.
- Bachelor’s degree in Business, Marketing, or a related field.

Why should you join us?

- Be part of a fast-growing SaaS startup backed by Accel & Riverside Ventures.
- Work directly with some of the most creative global DTC brands.
- High ownership role - your work will directly shape customer success and retention.
- Opportunity to grow fast, take on responsibilities, and see your impact in real time.

📌 Customer Success Manager (Gurugram)
🏢 PinnacleU
📍 Gurugram