Customer Success Manager

Company Description :

Docket is an agentic marketing platform built for B2B revenue teams, using an always-on AI Marketing Agent to engage website visitors, answer approved product questions, qualify intent, and route prospects to the right sales representatives. Its Sales Knowledge Lake™ unifies product, pricing, security, and competitive intelligence into a governed knowledge foundation, ensuring the AI responds only from authorized information. Every interaction generates an Agent Qualified Lead (AQL) with clear qualification status, intent signals, and contextual details synced to the CRM before the first sales call. B2B customers see improved conversion metrics, including higher conversation start rates, more qualified pipeline, better win rates, and shorter sales cycles, with deployments typically going live in 7–14 days. Docket is SOC 2 Type II, ISO 27001, and GDPR certified, and does not train on customer data.

Role Description :

The Customer Success Manager will be responsible for managing post-sale relationships with B2B customers, ensuring successful onboarding, product adoption, and ongoing value realization. In this full-time hybrid role based in Bengaluru, the individual will conduct regular check-ins, lead business reviews, and proactively identify opportunities to improve customer outcomes, with flexibility to work from home part of the time. Day-to-day activities include responding to customer inquiries, coordinating with internal teams (sales, product, and support), monitoring account health, and addressing risks to satisfaction or renewal. The role also involves analyzing usage data and feedback, recommending best practices for using Docket’s AI Marketing Agent, and contributing to playbooks and processes that enhance overall customer experience.

Qualifications

• Strong customer service and customer satisfaction skills, with a focus on delivering reliable, empathetic, and solution-oriented support.
• Customer retention and relationship building capabilities, including experience nurturing long-term partnerships and handling renewal or expansion discussions.
• Analytical skills to interpret customer data, identify trends, and translate insights into actionable recommendations for increased product adoption and value.
• Proven ability to manage multiple accounts, prioritize tasks, and work cross-functionally with sales, product, and support teams.
• Excellent written and verbal communication skills in English, with the ability to present to stakeholders and document customer interactions clearly.
• Experience in B2B SaaS or marketing technology environments is highly beneficial; familiarity with CRM tools and customer success platforms is a plus.
• Bachelor’s degree in Business, Marketing, Engineering, or a related field, or equivalent practical experience.
• Comfort working in a hybrid setup based in Bengaluru, with the flexibility to collaborate both in-office and remotely.