Job Title: Lead Customer Success Manager (CSM) Location: India (Working with US Clients – Night Shift) Experience: 6–10 Years Job Summary:

We are looking for an experienced Lead Customer Success Manager to manage and grow relationships with international (US-based) clients. The role focuses on ensuring customer satisfaction, driving product adoption, and supporting revenue growth through strong client engagement, marketing alignment, and technical understanding.

Roles & Responsibilities:

Client Relationship Management:

• Manage and lead relationships with key international (US) clients
• Act as the primary point of contact for customer communication
• Build long-term relationships and ensure high customer retention

Customer Success & Account Growth:

• Drive product adoption and ensure clients achieve business outcomes
• Identify upselling and cross-selling opportunities
• Monitor customer health and proactively address risks

Team Leadership:

• Lead and mentor a team of CSMs
• Set KPIs, track performance, and ensure service quality

Complaint & Escalation Handling:

• Handle client complaints and escalations effectively
• Coordinate with internal teams to resolve issues quickly
• Ensure high customer satisfaction and service standards

Marketing & Business Alignment:

• Work closely with marketing teams for campaigns, feedback, and product positioning
• Provide insights from customers to improve marketing strategies
• Support customer engagement initiatives and retention programs

Compliance & Process Management:

• Ensure adherence to basic compliance, company policies, and client agreements
• Maintain proper documentation, contracts, and reporting

Technical Understanding:

• Possess strong understanding of the product (software/technical solutions)
• Work with technical teams to resolve customer issues
• Guide clients on product usage, features, and best practices

Reporting & Analytics:

• Track key metrics like customer satisfaction (CSAT), retention, and churn
• Prepare reports and present insights to leadership

Key Skills Required:

• Strong international client handling experience (US clients preferred)
• Excellent communication and presentation skills
• Good knowledge of marketing concepts and customer lifecycle
• Basic compliance and documentation knowledge
• Strong problem-solving and escalation management skills
• Technical understanding of products/services (IT/SaaS preferred)
• Leadership and team management skills

Preferred Qualifications

• Experience in product-based or SaaS companies
• Exposure to CRM tools (Salesforce, HubSpot, etc.)
• Ability to work in night shifts (US time zones)

Pay: ₹50,000.00 - ₹70,000.00 per year

Benefits

• Health insurance
• Leave encashment
• Provident Fund

Work Location: In person