Goodfit is an AI-powered talent platform. Hiring teams use our AI interviews and assessments to screen and evaluate candidates at scale. HR teams use Goodfit beyond hiring too: AI-led employee check-in conversations, exit interviews, and a new Learning module. Recruiters set up role-specific AI interviews and assessments; candidates take them anytime; hiring managers get structured evaluations instead of raw resumes. Our customers are mostly large Indian enterprises running high-volume hiring. They buy Goodfit on a credit-based model, so their success depends on how quickly they get live, how many interviews they run, and how much value they see per credit. The role You will own a portfolio of enterprise accounts from signed contract to renewal: getting them live, driving interview volume, and growing credit usage. You are the customer's main point of contact and their voice inside Goodfit.

What you'll do
• Onboarding and adoption
• Run kickoff and onboarding for new accounts: set up roles, interview templates and assessments with the recruiting team
• Get each account to its first live interviews within the agreed timeline, then to steady weekly volume
• Train recruiters and hiring managers; build simple playbooks they can reuse Account health and growth
• Track interview volume, completion rates and credit burn per account; spot drops early and act on them
• Run monthly check-ins and quarterly business reviews with HR and TA leaders
• Own account expansion: cross-sell employee check-ins, exit interviews and the Learning module to existing hiring customers, and grow usage into new business units, roles and geographies
• Own renewals and credit top-ups for your portfolio, including usage summaries and invoice follow-ups Support and escalation
• Be first responder for account issues across Goodfit's own in-app chat, email and WhatsApp; resolve or route within SLA




• Log bugs and feature requests in Linear with clear reproduction steps and business impact
• Close the loop with customers when fixes ship Voice of the customer
• Bring structured feedback to product: what blocks adoption, what customers ask for, what competitors offer
• Keep HubSpot accurate: contacts, notes, health status, renewal dates
• Post a short daily update on account activity and open issues How we'll measure you
• Time to first live interview for current accounts
• Interview volume and credit utilisation across your portfolio
• Gross and net revenue retention (renewals, top-ups, expansion), including modules adopted per account
• Support response and resolution time
• Customer satisfaction (CSAT / NPS) What we're looking for Must-haves
• 2 to 4 years in customer success, account management or implementation at a B2B SaaS company
• Experience managing enterprise or mid-market accounts in India, with HR, TA or business stakeholders
• Clear, confident communication in English, written and spoken; comfortable leading calls with senior HR leaders
• Comfort with data: reading usage dashboards, building a simple account health view in Sheets
• Ownership mindset: you follow up without being chased and keep commitments to customers
• Hands-on with a CRM (HubSpot preferred) and a customer support or live-chat tool Nice-to-haves
• Background in HR tech, recruitment or talent acquisition
• Exposure to AI products, or curiosity about how LLM-based tools work
• Experience running QBRs, renewals, or upsell and cross-sell conversations
• Hindi or another Indian language for client conversations
• Early-stage startup experience Why join
• Own real enterprise relationships from day one, not a ticket queue
• Work directly with the founding team and shape how customer success runs at Goodfit
• See how AI is changing hiring for some of India's largest employers
• Room to grow into a senior CSM or CS lead role as the team scales

📌 Customer Success Manager (Bengaluru)
🏢 Goodfit
📍 Bengaluru