Customers use it to send rewards, gift cards, prepaid cards and payouts across 150+ countries, through the dashboard, the Rewards API, SSO-based marketplace access or an embedded storefront.

We're looking for a Customer Success Manager to own the post-sale relationship for a portfolio of Plum accounts. You'll help customers adopt the platform fully, renew with confidence and grow their programs over time. You'll work directly with customer stakeholders, including program owners and developers, and partner closely with Support, Category and Sales to manage escalations well. The role requires working US business hours on specific days of the week.

Own a portfolio of Plum accounts and take accountability for gross and net revenue retention.

Run regular business reviews covering redemption rates, program ROI, category and brand management, utilisation and roadmap alignment.

Track account health using usage, redemption, support and sentiment signals, and run recovery plans when churn risk appears.

Lead renewals with Sales and the Program Owner, and handle commercial conversations where needed.

Build executive-level relationships beyond the day-to-day admin contact.

Drive onboarding and time-to-value for new accounts, from program setup through to the first successful reward send.

Guide customers across Plum's delivery models: reward points, codes, links, Rewards API, marketplace SSO and the embedded storefront.

Help customers move from manual or one-off sends to automated, workflow-driven programs through CRM, marketing and survey tool integrations such as Salesforce, HubSpot and Qualtrics.

Run enablement for customer admins and developers through training, playbooks and best-practice sharing.

Work with Support and Product to resolve integration and fulfilment issues quickly.

Identify expansion across new use cases, regions, teams and higher volumes, for example moving a customer from employee rewards into referral,



channel or consumer programs.

Build account plans with clear expansion targets, and work with Sales on upsell and cross-sell.

Use AI tools day to day to prepare for customer calls, summarise accounts, draft QBR decks and follow-ups, analyse usage data and flag risk.

Help customers see how Plum's capabilities, including its MCP support, fit into their own AI-driven workflows.

4–8 years of experience in Customer Success, Account Management or a similar customer-facing role, ideally in SaaS or platform businesses.

- Hands-on understanding of APIs, including REST, authentication, webhooks, request and response handling, error codes and sandbox testing.
- Robust communication and stakeholder management skills, from business users to senior leaders to engineers.
- Comfort working with dashboards, spreadsheets and usage data to tell a clear account story.
- Flexibility to work across time zones, including adjusting your schedule to US business hours on specific days.

Experience in rewards, incentives, loyalty, recognition, gifting or payouts.

Experience in an API-first or developer-facing product business, such as payments, fintech, communications or other platform APIs.

Familiarity with CRM and CS tools such as HubSpot and Zendesk, and with SSO or identity concepts.

Experience working with global or multi-currency customers.

Customer Success is where Plum's value shows up for customers. Your work shapes how well programs perform, whether accounts renew and grow, and which insights reach Product. Retention and expansion across your portfolio, time-to-value for new customers, active usage and API adoption, CSAT/NPS, and the quality of your QBRs and account plans are how we'll measure the impact of your work.

Partner directly with Support, Category, Sales and Product on customer outcomes.

Use AI tools in your daily work and help shape shared workflows for the team.

Work in a hybrid setup based in Bengaluru.

📌 Customer Success Manager - Hybrid Working (Bengaluru)
🏢 Xoxoday
📍 Bengaluru