Customer Success Manager

Roles & Responsibilities:

• Own the relationship with our existing clients. Regular check-ins, not just when something breaks.
• Make sure the platform is actually working for them: track usage, spot drop-offs, and catch problems before the client raises them.
• Follow up with clients to top up their usage credits
• Collect feedback and feature requests, and take them to the product with context on who asked and why.
• Onboard and train new users on client teams: recruiters, HR managers, hiring managers.
• Drive adoption of new features across accounts, so what we ship actually gets used.
• Be the escalation point when something goes wrong, and see it through to a fix.

Requirements:

• 4-8 years in customer success, account management, or client servicing.
• Direct exposure to HR tech, recruiting, or ATS products.
• You understand hiring workflows and can hold a credible conversation with a Head of HR.
• Technical enough to evaluate a customer issue and describe it properly before escalating to engineering.
• Strong communication and writing skills: English and Hindi.
• Organised: every account, open request, and follow-up tracked.
• Comfortable with CRM and support tools.
• Based in Mumbai, in-office.

IDEAL CANDIDATE

• Managed enterprise or mid-market accounts in India.
• Experience working inside an ATS, HR, or recruitment company.