Job Description

This role is for one of the Weekday's clients

Salary range: Rs 800000 - Rs 1500000 (ie INR 8 - 15 LPA)

Min Experience: 1+ years

Location: Bhubaneswar, Odisha, India

JobType: full-time

We are looking for a proactive and customer-focused Customer Success Manager to drive customer satisfaction, retention, and long-term business growth. The ideal candidate will play a critical role in building strong customer relationships, ensuring seamless onboarding, maximizing product adoption, and reducing customer churn. This role is best suited for professionals who thrive in fast-paced, execution-driven environments and have experience working with customers across Tier 2, Tier 3, and rural markets, particularly in South India.

We are seeking individuals who bring a blend of customer relationship management, operational excellence, business ownership, and technology adoption. Candidates with experience in Bharat-tech, agri-tech, fintech, logistics-tech, rural commerce, or customer-centric technology businesses will be highly preferred over traditional FMCG backgrounds.

As a Customer Success Manager, you will act as the primary point of contact for customers throughout their journey, ensuring they achieve maximum value while contributing to business growth and profitability.

Requirements

Key Responsibilities

• Build and nurture long-term relationships with customers to ensure high satisfaction and engagement.
• Drive customer onboarding, implementation, and product adoption through structured success plans.
• Develop customer retention strategies that improve loyalty and reduce churn.
• Monitor customer health metrics and proactively identify risks before they impact retention.
• Collaborate closely with sales, operations, product, and support teams to resolve customer issues efficiently.
• Own customer escalations and ensure timely resolution while maintaining excellent service standards.
• Analyze customer feedback to identify improvement opportunities and recommend product enhancements.
• Work with cross-functional teams to improve operational processes and customer experience.
• Support revenue growth by identifying upsell and cross-sell opportunities within existing customer accounts.
• Track customer success KPIs, including retention rates, churn, engagement, and customer satisfaction.
• Manage regional customer operations with a strong focus on execution across South Indian markets.
• Utilize CRM platforms and customer success tools to maintain accurate customer records and performance reports.
• Take ownership of assigned business portfolios while balancing customer satisfaction with commercial objectives.
• Drive technology adoption among customers by educating them on product features and best practices.
• Continuously improve customer engagement strategies based on data, insights, and market trends.

Required Qualifications

• Bachelor's degree in Business Administration, Commerce, Marketing, Operations, or a related discipline.
• 1–6 years of experience in Customer Success, Account Management, Customer Relationship Management, or Client Success roles.
• Experience working with customer-facing technology products or digital platforms is preferred.
• Exposure to rural commerce, Bharat-tech, fintech, agri-tech, logistics-tech, mobility, or commerce platforms is highly desirable.
• Familiarity with customers across South India will be an added advantage.

Must-Have Skills

• Customer Success
• Customer Retention
• Churn Management
• Customer Relationship Management
• Client Engagement
• Customer Onboarding
• Customer Lifecycle Management
• Stakeholder Management
• Problem Solving
• Communication Skills
• Operations Management
• Technology Adoption
• CRM Tools
• Data Analysis
• Cross-functional Collaboration

Preferred Skills

• Experience managing regional customer operations.
• Understanding of rural commerce and digital adoption ecosystems.
• Exposure to P&L ownership or business performance management.
• Knowledge of customer success platforms such as Salesforce, HubSpot, Freshworks, Zoho CRM, or similar tools.
• Strong analytical mindset with the ability to interpret customer data and identify growth opportunities.
• Ability to work independently while managing multiple customer accounts simultaneously.
• Fluency in one or more South Indian languages is a strong advantage.

Must-have skills

Customer Success, Customer Retention, Churn Management