Role: Customer Success – Strategic Governance & Stakeholder Management

Experience: 3–6 years (indicative)

Reporting to: Customer Success Leadership

Role Objective

Strengthen customer relationships at the management and leadership levels, drive governance and business alignment, secure critical approvals and improve customer retention by proactively managing stakeholder engagement.

Key Responsibilities

- Leadership Engagement: Build and maintain strong relationships with customer management, department heads, decision makers and senior leadership.
- Governance Meetings: Plan and conduct monthly/quarterly governance meetings to review service performance, product adoption, pending decisions, risks and business priorities.
- Critical Sign-offs: Drive timely approvals on paid customisations, commercial proposals, scope confirmations, and other pending business decisions.
- Stakeholder Alignment: Act as a bridge between customer leadership and internal teams to resolve concerns, manage expectations, and accelerate decisions.
- Account Retention: Identify customer dissatisfaction, competitive threats, and disengagement risks; develop proactive engagement plans to strengthen customer loyalty.
- Value Communication: Showcase product capabilities, recent features,



business outcomes, and opportunities for improved adoption.
- Escalation Management: Coordinate with internal teams to resolve critical concerns and ensure appropriate closure and follow-through.
- Relationship Development: Build trusted partnerships that strengthen Camu’s position within customer institutions and reduce the risk of competitive displacement.

Desired Skills and Competencies

- Strong verbal and written communication skills.
- Confidence in interacting with senior management and institutional leadership.
- Relationship-building, negotiation, persuasion, and influencing skills.
- Ability to facilitate structured governance meetings and drive decisions.
- Commercial awareness and an understanding of paid customisations, approvals and account retention.
- Strong follow-up, stakeholder coordination and escalation management.
- A proactive, diplomatic and solution oriented approach.
- Hindi speaking is an advantage

Preferred Background: Experience in Customer Success, Account Management, Client Relationship Management, or B2B SaaS implementation/support. Experience in ERP or higher education technology would be an advantage.

📌 CS Governance Lead / Assistant Manager (Chennai)
🏢 camu
📍 Chennai