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Open nowPosted 36 hours ago

Customer Success Manager

Scrabble & Jigsaw

Where
Bangalore Urban, India
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Your applicationOpen nowCustomer Success ManagerScrabble & Jigsaw · Bangalore Urban, India

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The clock on this job

Early applications get read.

12.4% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.4%7 days
  4. 20.0%14 days
  5. 35.5%30 days
  6. 58.6%60 days
This job: posted 36 hours ago

The posting

Customer Success Manager

Job Summary

The Customer Success Manager (CSM) will own and manage customer relationships throughout the post-sales lifecycle, focusing on onboarding, product adoption, customer satisfaction, retention, and account growth. This client-facing role combines relationship management, technical coordination, problem-solving, and commercial ownership.

Responsibilities

  • Own and manage relationships with assigned B2B and enterprise customers, acting as the primary contact for ongoing engagement, service delivery, and escalations.
  • Drive customer onboarding and implementation by coordinating with internal technical and operations teams to ensure smooth deployment
  • Develop a deep understanding of customer business requirements and operational challenges.
  • Monitor account health, customer engagement, product usage, and satisfaction to proactively identify risks and prevent churn.
  • Manage customer retention and renewal activities, ensuring contract continuity and fostering long-term relationships.
  • Identify upselling and cross-selling opportunities within existing accounts, collaborating with Sales teams to expand accounts and increase revenue.
  • Coordinate with customers and internal teams on product integrations, API requirements, hardware deployment, data availability, and platform functionality.
  • Track and report key customer success metrics including retention, renewals, account health, customer satisfaction, support resolution timelines, and expansion opportunities.
  • Maintain accurate customer records, interaction histories, escalation logs, and account plans using CRM and internal reporting systems.
  • Gather customer feedback, feature requests, and market insights, translating them into actionable inputs for Product and Engineering teams.
  • Build and maintain relationships with multiple stakeholders across customer organizations, including Operations, Technology, Product, and senior management.
  • Establish structured communication and escalation processes to ensure transparency, accountability, and consistent service delivery.

Qualifications

  • Bachelor’s degree or equivalent experience in a relevant field.
  • 4–6 years of experience in Customer Success, Key Account Management, Client Relationship Management, or post-sales account management, preferably in a B2B technology environment.
  • Proven experience managing enterprise or mid-market accounts with responsibility for customer relationships, retention, issue resolution, and account growth.
  • Strong stakeholder management and interpersonal skills.
  • Proficiency with CRM platforms, ticketing systems, spreadsheets, and customer reporting tools
  • Excellent written and verbal communication skills, with the ability to clearly explain technical issues and manage customer expectations.
  • Ability to manage multiple customer accounts, competing priorities, and time-sensitive escalations in a fast-paced environment.
  • Proactive, customer-first mindset with strong ownership, commercial awareness, and the ability to work independently across cross-functional teams.

Experience

  • 4 to 8 years of relevant experience at a mid-level position.
  • Prior experience in managing enterprise or mid-market B2B accounts in technology-driven sectors is preferred.

Environment

  • Location: Bangalore, India.
  • Work Mode: Work From Office (WFO).
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