Customer Success Manager

This role is for one of the Weekday's clients

Salary range: Rs 700000 - Rs 900000 (ie INR 7-9 LPA)

Min Experience: 3 years

Location: Bengaluru, Gurugram

JobType: full-time

We are building AI-powered agents for e-commerce businesses that enhance customer engagement and drive conversions across digital touchpoints such as websites, mobile apps, WhatsApp, and email. These AI agents replicate the experience of a top-performing in-store salesperson—welcoming customers, understanding their needs, recommending the right products, and guiding them toward successful purchases using Generative AI and Machine Learning.

We are looking for a Customer Success Manager who is deeply customer-centric, solution-oriented, and passionate about driving product adoption and long-term customer value. In this role, you will be a key partner to customers, ensuring they achieve measurable outcomes while maximizing the impact of the platform. This position offers the opportunity to help shape customer success processes in a fast-growing SaaS environment.

Requirements

Key Responsibilities

• Act as the primary point of contact for assigned customers throughout their lifecycle, from onboarding to renewal.
• Ensure customers successfully adopt the platform and achieve their desired business outcomes.
• Proactively identify customer challenges and provide solutions to improve product usage and satisfaction.
• Drive customer engagement, retention, and expansion through value-focused interactions.
• Collaborate closely with Product, Engineering, Sales, and Support teams to resolve issues and improve customer experience.
• Track customer health metrics, usage trends, and success KPIs to identify risks and opportunities.
• Gather and share customer feedback to influence product enhancements and roadmap decisions.
• Manage onboarding plans, success milestones, and ongoing success initiatives using structured project management approaches.

Required Skills & Competencies

• Strong verbal and non-verbal communication skills with the ability to build trust and long-term relationships.
• Excellent customer relationship management and stakeholder engagement abilities.
• Proven problem-solving mindset, including analytical, creative, and root-cause problem-solving skills.
• Ability to collaborate across teams to resolve complex customer issues.
• Solid analytical skills to interpret data and drive insights.
• Experience with project management methodologies, including Agile frameworks.
• Ability to manage multiple priorities in a fast-paced SaaS environment.

Skills

Customer Success
SaaS
Communication
Customer Relationship Management
Problem Solving
Cross-functional Collaboration
Project Management
Agile
Analytical Thinking