Customer Success Manager

Website: Visit Website

Business Type: Startup

Company Type: Product

Business Model: B2B

Funding Stage: Pre-seed

Industry: Information Technology

Salary Range: ₹ 10-40 Lacs PA

Job Description

This is a Permanent Role with a valued client of Hashone Careers

We are seeking an experienced Customer Success Manager to drive customer satisfaction, engagement, and retention for our SaaS/Martech solutions. This role is ideal for professionals with a strong track record in B2B client success, account management, and SaaS product adoption.

Key Responsibilities

• Manage the end-to-end customer lifecycle, including onboarding, engagement, retention, and renewals
• Conduct product onboarding sessions, demos, and training for new customers
• Build and maintain strong relationships with clients, acting as the primary point of contact
• Understand customer goals and ensure the product delivers measurable value
• Monitor customer health metrics, usage patterns, and engagement levels
• Proactively identify risks and take action to prevent churn
• Drive renewals and upsell opportunities in collaboration with Sales teams
• Coordinate with Product, Engineering, and Support teams to resolve customer issues
• Conduct Quarterly Business Reviews (QBRs) and share performance insights
• Collect customer feedback and provide inputs for product improvement

• 4–7 years of experience in Customer Success / Account Management / Client Success
• Experience working in SaaS, Martech, or Product-based companies
• Strong communication and relationship management skills
• Experience handling B2B clients
• Proven ability to manage multiple customer accounts simultaneously
• Strong problem-solving and analytical skills
• Ability to explain technical concepts to non-technical users
• Experience in managing client expectations and resolving escalations