Customer Success Manager

About Capillary

Capillary offers an Intelligent Customer Engagement platform to retailers and consumer businesses managing the entire life cycle of customer data from acquisition, analysis, insights, and activations. Over 400 marquee brands across 30+ countries, including global conglomerates like Tata, Shell, VF Brands, Walmart, Al-Futtaim, KFC, Starbucks, Madura Garments, and Landmark Group, trust Capillary to enable easy and seamless consumer experiences. With over 600 million consumers and 50000 stores on the platform, Capillary is Asiaʼs leading SaaS Product Company. Over 500 Capillary associates across 14 global offices are continually innovating to find new ways for brands to make their consumersʼ lives easier and experiences memorable. Capillary is backed by Warburg Pincus, Sequoia Capital, Norwest Venture Partners, Qualcomm Ventures, and American Express Ventures.

Capillaryʼs tech stack is always at the forefront of cutting-edge technologies that work at a huge scale.

Job Description

We are looking for a proactive, client-focused Customer Success Manager to own the post-sale client journey. You will act as the primary advisor for our clients on a day-to-day basis, manage deliverables, conduct regular client meetings, ensuring high product adoption. You will be the first point of contact for clients on behalf of Capillary.

Key Responsibilities:

• Relationship & Account Management: Build strong, trust-based relationships with key client stakeholders, and day-to-day users
• Retention & Renewals: Proactively track account health metrics, flag churn risks early, and secure contract renewals while identifying opportunities for upsells/cross-sells
• Strategy & Value Realization: Conduct regular Business Reviews to map client goals to product capabilities and demonstrate tangible outcomes
• Project Management : Initiate and prioritize key projects, track business development and drive them to closure
• Conflict Resolution : Engage cross functionally (with Product and Tech) to bring in enhancements that are show stoppers
• Customer Advocacy: Act as the voice of the customer internally, collaborating with Product, Sales, and Support teams to refine features and address pain points

Required Skills and Qualifications:

• 2–5+ years in Customer Success, Account Management, or Client Services (SaaS/B2B preferred)
• Make sense of ambiguous business problems and map it to offerings at Capillary
• Help identify opportunities of upsell/ cross sell
• Willingness to adapt to a rapidly evolving tech environment.
• Exceptional written, verbal, and executive-level presentation skills
• Strong analytical mindset to interpret usage data, health scores, and customer feedback
• Ability to manage multiple clients simultaneously without losing track of details