Customer Success Manager

About The Role

Own and manage key customer accounts by leading customer onboarding and implementation, building strong client relationships, ensuring seamless delivery of solutions, driving product adoption, identifying growth opportunities, driving renewals and revenue expansion, collaborating with cross-functional teams, monitoring account performance, and proactively resolving customer concerns to maximize client satisfaction and long-term business success.

Key responsibilities

• Lead customer onboarding and implementation, ensuring successful product adoption through structured offline training for site engineers, data-entry staff, and site/store teams.
• Serve as the lead point of contact for all customer account management matters.
• Build and maintain strong, long-lasting client relationships.
• Negotiate contracts and close agreements to maximize profits.
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Identify cross-sell and upsell opportunities within existing accounts while driving customer retention and renewals.
• Forecast and track key account metrics (e.g., renewal pipeline, account health, quarterly sales results, and annual forecasts).
• Prepare reports on account status.
• Collaborate with the Sales team to identify and grow opportunities within the assigned territory.
• Handle customer objections, implementation challenges, and escalations while maintaining strong customer relationships.

What are we looking for?

• Proven experience in Customer Success, Enterprise Account Management, or a similar customer-facing role.
• Experience in a B2B SaaS environment managing enterprise customers.
• Hands-on experience in customer onboarding and implementation.
• Comfortable travelling to customer sites and delivering offline training.
• Strong relationship management, stakeholder management, and objection-handling skills.
• Experience driving customer adoption, retention, renewals, cross-sell, and upsell.
• Familiarity with construction workflows such as POs, GRNs, material tracking, and attendance.
• Experience with CRM tools (Salesforce, Zoho CRM, HubSpot) and MS Excel.
• Familiarity with Tally, GPS/Fleet Tracking, or similar integrations is an advantage.
• Excellent communication, presentation, and negotiation skills.