The Customer Success Manager (CSM) exists to own post-onboarding customer outcomes. This role ensures customers derive sustained value from DATOMS' solutions, adoption is deep and measurable, renewals are predictable, and expansion opportunities are surfaced early.
This is not a support or account management role. It is a value realization, retention, and growth role with direct impact on revenue quality and customer lifetime value.

Take structured handoff from Sales and Operations once customers are onboarded and live.
Develop a clear understanding of customer objectives, success metrics, deployment scope, and usage expectations.
Define and track customer success plans aligned to agreed outcomes and commercial commitments.
Adoption, Usage & Value Realization
Drive product adoption across customer teams and sites.
Monitor usage patterns, performance metrics, and outcome indicators.
Work with internal teams to resolve adoption blockers related to process, product, or operations.
Relationship Management & Executive Engagement
Act as the primary point of contact for customers on value, outcomes, and long-term success.
Maintain executive-level alignment to prevent surprises during renewals or expansions.
Retention, Renewal & Expansion Support




Own customer health and renewal readiness.
Identify early churn risks and drive mitigation plans.
Partner closely with Sales to support renewals, upsells, and cross-sells with clear success narratives.
Work closely with Customer Support to ensure issues are tracked, prioritized, and resolved without impacting customer trust.
Coordinate with Operations and Project teams when customer needs intersect with deployments or changes.
Advocate internally for customer needs while balancing commercial and operational realities.
Maintain accurate customer health dashboards and success documentation.
Provide clear, data-backed updates to Sales and leadership.
Customers consistently achieve defined success outcomes.
Transparent visibility into customer health and risk across the portfolio.
Strong customer empathy combined with commercial discipline.
Structured communication and stakeholder management skills.
Data-driven approach to customer health and decision-making.
Experience supporting renewals and expansions alongside Sales teams.
Familiarity with customer success tooling and health scoring frameworks.
Bias for long-term relationships over short-term wins.

📌 Customer Support / Success Manager (Bengaluru)
🏢 DATOMS
📍 Bengaluru