Implementation & Customer success Manager at A fast-growing SaaS commerce company · Bengaluru (Bangalore) · 5 - 8 years · ₹25L - ₹35L / yr · Posted 24 May 2022
Implementation & Customer success Manager
at A fast-growing SaaS commerce company
Amazon Web Services (AWS)
Data AnalyticsAs a Customer Success Manager at this company, you will prioritize the goals and needs of our customers. CSMs form a direct relationship with customers and provide them with timely value propositions. CSM teams work with customers to help them with product onboarding, technical implementation support, understanding the business use cases and map it to the product features. The key skills required are:
- You have a customer first approach while implementing a technology product and can independently lead the project in a highly consultative and proactive manner.
- You can work with cross-functional teams (e.g. Product, Sales, technology) to quickly come up with solutions that achieve customer objectives.
- You are adept in client relationships and capable of engaging in business-level and technical conversations at multiple levels of the organization. You are empathetic and a good listener.
- You constantly strive to improve customer health metrics like product implementation time, CSAT, LTV, repeat purchase, churn, retention, NPS, upsell and cross-sell.
You should have :
- 5+ years of experience working with enterprise-level strategic customers on technology solutions.
- Ability to understand complex business requirements.
- Ability to quickly learn and explain technical concepts.
- Good project management skills.
- Strong critical thinking skills and ability to draw insights to improve the product and customer experience.
- Very good verbal and written communication & presentation skills.
- Knowledge of technology solutions like APIs, integrations, SQL, AWS, Pendo, Hubspot, Freshdesk would be a big plus.
- Very hands-on experience in Excel sheets and advanced data analysis.
- Excellent communication skills and experience working with a SaaS company would be ideal.
What can you look for?
A wholesome opportunity in a fast-paced environment that will enable you to juggle between concepts, yet maintain the quality of content, interact and share your ideas and have loads of learning while at work. Work with a team of highly talented young professionals and enjoy the comprehensive benefits that company offers.
We are
A fast-growing SaaS commerce company based in Bangalore with offices in Delhi, Mumbai, SF, Dubai, Singapore, and Dublin. We have three products in our portfolio: Plum, Empuls and Compass. Company works with over 1000 global clients. We help our clients in engaging and motivating their employees, sales teams, channel partners and consumers for better business results.
Way forward
We look forward to connecting with you. As you may take time to review this opportunity, we will wait for a reasonable time of around 3-5 days before we screen the collected applications and start lining up job discussions with the hiring manager. We assure you that we will attempt to maintain a reasonable timeframe for successfully closing this requirement. The candidates will be kept informed and updated on the feedback and application status.
Shubham Vishwakarma
Full Stack Developer - Averlon
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About Master-O
Master-O is a next-generation sales enablement and microskill learning platform that empowers frontline teams through gamification, AI-driven coaching, and continuous performance reinforcement.
Our platform is trusted by leading enterprises in financial services, retail, pharma, consumer goods, telecom, automobile, BFSI, construction and others to drive measurable business outcomes across sales readiness, productivity, and execution excellence.
We are looking for someone who can own strategic accounts, drive adoption, and unlock growth opportunities.
Role Overview
The CS Associate will play a critical role in ensuring long-term customer value, retention, and expansion for Master-O’s enterprise clients.
You will act as a trusted advisor to senior stakeholders, ensuring customers achieve measurable ROI while identifying opportunities to grow the account footprint.
Key Responsibilities
Customer Success & Key Account Management
- Own end-to-end customer success for enterprise corporate accounts, primarily in the domestic market
- Drive onboarding, adoption, engagement, and value realization of the Master-O platform
- Build strong relationships with CXOs, Sales Heads, L&D leaders, and other stakeholders
- Act as the point of contact with the customer, ensuring feedback is looped back into product and solution improvements
- Track success metrics such as usage, renewals, and expansions
Stakeholder & Internal Collaboration
- Work closely with Product & Design, Tech and CS teams to ensure seamless execution
- Translate client business objectives into platform use cases and success roadmaps
- Support case studies, testimonials, and references from satisfied customers
Required Skills & Experience
- 2+ years of full-time experience in Customer Success / Key Account
- Prior experience in B2B SaaS companies, handling enterprise-level clients
- Proven experience working with domestic customers and managing stakeholders across regions
- Strong understanding of SaaS metrics, renewals, expansions, and customer lifecycle management
- Experience in fast-paced startup environments preferred
- Excellent communication, presentation, and stakeholder management skills
- Strong business acumen with the ability to connect product value to business outcomes
What You’ll Get
- Opportunity to work with both: Pan-India and Global enterprise brands
- High ownership role with direct impact on customer outcomes and revenue growth
- Exposure to cutting-edge AI-driven learning and sales enablement technology
- Fast-paced environment with room to grow into a leadership role
- Competitive compensation aligned with experience
About the Role:
We are looking for a Customer Success Executive to manage day-to-day customer support, relationship management, and retention for our growing D2C wellness business. The ideal candidate should have strong communication skills and a genuine sense of empathy, while ensuring every customer has a smooth, satisfying experience with our brand.
Key Responsibilities:
1. Manage day-to-day customer interactions across email, chat, and calls.
2. Respond to customer queries and concerns accurately and promptly.
3. Maintain and update customer records and interaction history on our CRM.
4. Track customer satisfaction and health metrics; flag at-risk or unhappy customers proactively.
5. Handle escalations and difficult conversations with empathy and sound judgment.
6. Educate customers on product usage, ingredients, and routines to improve outcomes and encourage repeat purchases.
7. Coordinate with the operations/logistics team on order issues, returns, and delivery concerns.
8. Collect and organize customer feedback and share actionable insights with the product and marketing teams.
9. Maintain and improve FAQs, help documentation, and response templates.
10. Monitor reviews and ratings across marketplaces (Amazon, Flipkart, website, social media, etc.) and respond where required.
Other requirements:
- Experience in customer support, customer success, or a related role (Not Mandatory but is an added advantage).
- Excellent verbal and written communication skills.
- Hands-on experience with CRM or helpdesk tools.
- Working knowledge of MS Excel or Google Sheets.
- Close attention to detail and accuracy in maintaining customer records.
- Ability to work independently and manage multiple conversations.
- Experience in a D2C, e-commerce, or wellness/health company is an added advantage.
- High level of empathy and patience.
- Strong ownership and accountability.
- Organized and detail-oriented approach.
- Willingness to learn and grow in a fast-paced startup environment.
Annual CTC: ₹ 2,50,000 / year.
Work-in-office role - Near Kudlu Gate Metro Station.
Who you are ?
SERP Forge is looking for a proactive and client-focused Client Success Manager to help our clients achieve their SEO and link-building goals while building long-term relationships that drive retention and growth.
As a Client Success Manager, you'll serve as the primary point of contact for clients after they become customers. You'll work closely with our SEO, outreach, content, and sales teams to ensure smooth onboarding, exceptional communication, successful campaign execution, and outstanding client experiences.
This role is ideal for someone who enjoys building relationships, solving problems, managing projects, and helping clients get maximum value from the services they purchase.
What You'll Do
- Onboard new clients and understand their goals, requirements, and expectations
- Serve as the primary point of contact for assigned accounts
- Build strong relationships with clients and key stakeholders
- Coordinate with internal teams to ensure successful campaign delivery
- Provide regular updates, reports, and progress communication
- Manage feedback, approvals, revisions, and client requests
- Monitor account health and identify potential risks proactively
- Improve retention through excellent communication and service
- Identify upsell and cross-sell opportunities where appropriate
- Maintain accurate client records and activity history in Pipedrive
What We're Looking For
- Excellent written and spoken English
- Strong relationship-building and communication skills
- Strong organizational and project management abilities
- Ability to manage multiple client accounts simultaneously
- Problem-solving mindset
- High attention to detail
- Professional and confident client-facing communication
- Ability to handle difficult conversations diplomatically
Preferred Experience
- 3+ years of Client Success, Account Management, Customer Success, or Account Management experience
- Experience working in an SEO, digital marketing, SaaS, or agency environment
- Experience managing international clients
- Experience using CRM platforms such as Pipedrive, HubSpot, Salesforce, or Zoho CRM
- Experience working with remote teams
Bonus Points If You Understand
- SEO
- Link Building
- Digital Marketing
- SaaS Businesses
- Agency Operations
- Client Retention Strategies
- Customer Success Processes
Tools You'll Use
- Pipedrive
- Slack
- Google Meet
- Google Workspace
- Service Provider Pro
What Success Looks Like
Within your first few months, you'll be expected to:
- Manage client communications confidently
- Successfully onboard clients independently
- Maintain accurate CRM records
- Coordinate effectively with internal teams
- Build strong client relationships
- Identify opportunities to improve retention and account growth
Why Join SERP Forge?
- Fully remote role
- Work with international SaaS companies, agencies, and brands
- Direct impact on client retention and business growth
- Opportunity to help shape our client success processes
- Collaborative and growth-focused environment
- Long-term career progression opportunities
How to Apply:
Please send:
- Your resume
- A short introduction about yourself
- Details of your client-facing experience
- Any experience with SEO, digital marketing, SaaS, or agency services
Shortlisted candidates may be asked to complete a client communication assessment or account management exercise.
If you're passionate about building client relationships, delivering exceptional customer experiences, and helping clients succeed, we'd love to hear from you.
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon