Job Description Customer Success Manager

Customer Segment: SMB & Mid-Market B2B | Program: Multi-Product / Multi-Solution Customer Success

Role Overview

Own post-sale customer relationships and measurable customer outcomes, from onboarding and activation through adoption, value realization, retention and renewal readiness. Manage SMB and Mid-Market accounts across multiple client products and solutions, tailoring engagement to customer needs and complexity. Partner with Account Executives on shared account strategy, renewal readiness and qualified expansion opportunities.

Key Responsibilities

Customer Onboarding, Activation & Lifecycle Management

Own post-sale onboarding and activation, ensuring seamless handoffs from Account Executives and clear customer expectations.

Create and execute six-month customer success plans defining desired outcomes, product-specific adoption priorities, milestones, KPIs and value measures.

Coordinate onboarding across multiple products and solutions; prioritize activation based on customer objectives and readiness.

Tailor engagement cadences and success plans for SMB and Mid-Market customers, accounting for stakeholder complexity and business maturity.

Track progress, remove barriers, and ensure timely completion of commitments and milestones.

Customer Relationship Management & Consultative Engagement

Build trusted relationships with users, business owners, influencers and decision-makers; develop multi-threaded relationships where appropriate.

Lead discovery to understand business models, priorities, pain points, stakeholder expectations and measures of success.

Adapt discovery and engagement depth for SMB and Mid-Market customers.

Translate customer needs into practical, relevant product and solution recommendations.

Maintain proactive engagement and accurate documentation of customer objectives and next steps.

Multi-Product Adoption, Optimization & Value Realization

Develop strong working knowledge of multiple products, their capabilities, use cases and complementary value.

Drive activation, sustained utilization and adoption of relevant solutions across customer workflows.





Analyze product-specific usage and engagement data to identify adoption gaps, optimization needs and additional use cases.

Recommend relevant products or combinations of solutions only when aligned with demonstrated customer needs.

Conduct value reviews and articulate measurable business outcomes and ROI.

Customer Health, Risk Management & Retention

Monitor overall account health and product-specific adoption, engagement, satisfaction and outcome indicators.

Identify early warning signs including low utilization, stalled onboarding, stakeholder disengagement and unmet expectations.

Diagnose root causes and own targeted recovery plans with clear actions and milestones.

Coordinate with Account Executives, product specialists and support teams on complex risks.

Maintain accurate health assessments, escalation records and renewal-readiness updates.

Renewal, Expansion & Commercial Growth

Prepare customers for renewal through documented adoption, business value and successful outcomes.

Partner with Account Executives in a shared-accountability model for account strategy, renewals and growth.

Identify and qualify expansion, cross-solution adoption and additional use-case opportunities.

Provide customer intelligence, stakeholder context and value narratives to support commercial conversations.

Contribute to pilot-to-renewal conversion without assuming sole quota-carrying sales ownership.

Cross-Functional Collaboration & Customer Advocacy

Coordinate effectively with AEs, Product, Support and program teams to resolve customer needs.

Engage product specialists when deeper expertise is needed across the solution portfolio.

Capture customer feedback and communicate recurring friction points and enhancement opportunities.

Advocate for customer outcomes and develop opportunities for customer references or advocacy.





Data-Driven Execution, Reporting & Operational Excellence

Maintain CRM and customer success records including plans, interactions, product adoption, risks and next steps.

Prioritize a high-volume portfolio using segment, lifecycle, adoption, health, business potential and renewal timing.

Track agreed performance indicators and produce actionable, data-backed recommendations.

Use approved tools, including AI-enabled assistance where appropriate, to improve preparation and execution.

Minimum Qualifications

2-3 years in Customer Success, Account Management, B2B Sales, Consulting or similar customer-facing roles

Demonstrated B2B customer-facing, enablement, quality or delivery experience relevant to the role.

Ability to operate across multiple products or solutions and understand SMB/Mid-Market customer differences.

Robust communication, analytical judgment, collaboration and structured execution.

Proficiency with relevant CRM, reporting, quality, learning or workforce tools.

Preferred Qualifications

SaaS, digital platforms, subscription-based or B2B technology experience.

Experience supporting multiple complementary products and solutions.

Exposure to both SMB and Mid-Market customers.

Experience in outsourced managed services or client–vendor delivery environments.

Familiarity with customer health scoring, adoption analytics, renewal readiness and AE–CSM collaboration.

Experience supporting customers or distributed stakeholders.

Core Competencies & Capabilities

Consultative discovery and stakeholder relationships

Multi-product solution and business acumen

SMB/Mid-Market engagement adaptability

Customer adoption, value and ROI articulation

Proactive health, risk and retention ownership

Data-driven portfolio execution

AE partnership and commercial awareness

Key Success Measures

Onboarding and activation completion

Product-specific adoption and relevant cross-solution engagement

Documented customer value and ROI

Account health and risk recovery

Pilot-to-renewal conversion and qualified growth opportunities

CRM hygiene, milestones and AE collaboration

📌 Customer Success Manager (Bengaluru)
🏢 Regalix
📍 Bengaluru