Senior Manager - Customer Success

Position Summary

We are seeking highly motivated and customer-oriented professionals for the role of Customer Support Executive for an International Voice and Non-Voice Process. The ideal candidate will have excellent communication skills, a problem-solving mindset, and a passion for delivering a top-tier customer experience.

Key Responsibilities

• Manage customer interactions via phone, email, or chat in a professional and timely manner.
• Resolve customer queries, issues, or complaints with accuracy and empathy.
• Maintain detailed records of customer interactions in the system.
• Collaborate with internal teams for escalations and resolution follow-ups.
• Uphold service quality standards and contribute to continuous improvement.

Qualifications & Requirements

• Education: 12th Pass, Diploma, Graduate, or Postgraduate
• Experience: Freshers and experienced professionals (up to 3 years) are encouraged to apply

Skills:

• Excellent verbal and written communication in English
• Strong interpersonal and problem-solving skills
• Basic computer proficiency (MS Office, typing skills)
• Ability to work in a fast-paced, team-oriented environment
• Willingness to work in rotational shifts (including night shifts)

Perks & Benefits

• Competitive salary with performance-based incentives
• Night shift allowances and cab facility
• One-time complimentary meal during shifts
• Opportunities for internal growth and role advancement
• Exposure to international client processes and professional development

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

A BIT ABOUT US:

Appknox is one of the top Mobile Application security companies recognized by Gartner and G2. A profitable B2B SaaS startup headquartered in Singapore & working from Bengaluru.

The primary goal of Appknox is to help businesses and mobile developers secure their mobile applications with a focus on delivery speed and high-quality security audits. Appknox has helped secure mobile apps at Fortune 500 companies with major brands spread across regions like India, South-East Asia, Middle-East, US, and expanding rapidly. We have secured 300+ Enterprises globally.

We are a 70+ incredibly passionate team working to make an impact and helping some of the biggest companies globally. We work in a highly collaborative, very fast-paced work environment. If you have what it takes to be part of the team, we are excited and let’s speak further.

The Opportunity:

Customer Success contributes to our efforts to enhance and transform the Appknox customer experience via a customer-centric approach (building and maintaining relationships, proactively identifying potential crises that may be detrimental to the user experience, meeting, and exceeding customer expectations). Thus, helping to differentiate Appknox.This position provides the opportunity to tame different use cases across multiple industries and interact with some of the smartest individuals from other fast-growing companies that are our customers. We see this role requiring an intersection of three key skills – Business Acumen & Problem solving, Product Perspective, and People Skills.

Responsibilities:

• Manage a portfolio of current customers. 
• Understand the customer’s goals, establish a trusted relationship and ensure that they are successful in achieving their business goals using Appknox. 
• Own the customer lifecycle journey from onboarding to adoption, renewal, and growth.
• Organize, analyze, prioritize, and share customer feedback with concerned stakeholders to ensure we always consider the voice of the customer.
• Drive live demos and product implementation for your customers when onboarding and support existing clients on issues and tickets.
• Prepare and collate all materials and participate with customers on QBR exercises to address existing gaps and identify new opportunities/use cases.
• You will be assigned customers from USA and EU+UK (primarily); and will work from 8pm to 5am IST

What An Ideal Candidate Would Look Like:

• 2+ years of working experience in a customer-facing role such as Customer Success, Technical Account Management, Customer Onboarding roles at SaaS companies.
• Good communication skills especially with Enterprise customers from around the globe are necessary.
• Must have experience in upselling, cross selling and gauge customer requirements.
• Must have good presentation skills and hold of understanding customer’s business requirements.
• Will have worked on KPIs - customer retention, upsell revenue, cross sell revenue, QBR(Quarterly Business Reviews), referrals.
• Knows how to be the customer's voice in the company to ensure they get maximum value from upcoming product features.
• Must have experience of tracking product usage and instrumentation for Customer Success Management.
• May have experience driving customer advocacy programs along with Sales and Marketing teams to build customer referral, customer case studies and testimonials.

Work Expectations:

Within 1 month

• You should have a complete hold of the product and value customers are getting from it.
• Interact with at least 5 enterprise customers and receive feedback that we should be focusing on.
• Drive at least 1 QBR from existing customers.

Within 3 months

• You need to have a clear understanding of onboarding customers. 
• Suggest CR(Customer Requests) for the Product team to evaluate and consider in the product roadmap.
• Complete at least 5 QBRs and also engage with 15+ customers from your book of business to ensure they get value ++.
• Understand how to build the engagement pipeline for each of the customers you are owning and document all engagements.
• At least 1 referral from existing customers.

Within 6 months

• You should have discipline and document all of the ongoing discussions. 
• Own CS for your accounts and set up a process that needs to be implemented for better customer experience.
• We need an owner for this position who can in future build the CSM team below to drive overall customer success.

Personality traits we really admire:

• Confident and dynamic working persona, which can bring fun to the team, and sense of humor, is an added advantage.
• Great attitude to ask questions, learn and suggest process improvements.
• Has attention to details and helps identify edge cases.
• Highly motivated and coming up with fresh ideas and perspectives to help us move towards our goals faster.
• Follows timelines and absolute commitment to deadlines.

Interview Process: 

• Round 1 - Profile Evaluation
• Round 2 - Task sent by Appknox, reviewed by Appknox CSM and leadership team.
• Round 3 - Call with the CSM team to review your assignment
• Round 4 - Call with one of the management team members to review your assignment and understand overall your experience and vision on Customer Success.
• Round 5 - HR Discussion

Compensation:

• As per Industry Standards

We prefer that every employee also holds equity in the company. In this role, you will be awarded equity after 12 months, based on the impact you have created.

Please be aware that all your customers will include Enterprises and Fortune 500 companies.

Why Join Us:

• Freedom & Responsibility: If you are a person who enjoys challenging work & pushing your boundaries, then this is the right place for you. We appreciate new ideas & ownership as well as flexibility with working hours.
• Great Salary & Equity: We keep up with the market standards & provide pay packages considering updated standards. Also as Appknox continues to grow, you’ll have a great opportunity to earn more & grow with us. Moreover, we also provide equity options for our top performers.
• Holistic Growth: We foster a culture of continuous learning and take a much more holistic approach to training and developing our assets: the employees. We shall also support you all on that journey of yours.
• Transparency: Being a part of a start-up is an amazing experience, one of the reasons being the open communication & transparency at multiple levels. Working with Appknox will give you the opportunity to experience it all first hand.
• Health insurance: We offer health insurance coverage upto 5 Lacs for you and your family including parents.
• Work Schedule: Flexible working environment with remote work if required.

Location: Goregaon, Mumbai

Job Type: Full-Time

Experience: 5+ Years

Industry: Event Management

Job Summary

We are hiring an experienced Client Servicing Manager to manage client relationships, understand business requirements, and ensure seamless execution of projects. The ideal candidate should have strong communication skills, a client-first approach, and the ability to coordinate effectively with internal teams to deliver exceptional results.

Key Responsibilities

• Serve as the primary point of contact for clients.
• Build and maintain long-term client relationships.
• Understand client objectives and communicate requirements to internal teams.
• Coordinate across multiple departments to ensure timely project execution.
• Manage client expectations and provide effective solutions when needed.
• Track project progress and maintain regular communication with stakeholders.
• Prepare account status reports and post-project reviews.
• Identify opportunities to expand and strengthen existing client accounts.
• Address client concerns promptly and ensure high satisfaction levels.
• Stay informed about industry trends and market developments.

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field.
• Minimum 5 years of experience in client servicing, account management, or a similar role.
• Strong relationship management and stakeholder handling skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects simultaneously.
• Proficiency in MS Office and CRM tools.

Preferred Skills

• Strong problem-solving and organizational abilities.
• Detail-oriented with a proactive approach.
• Ability to work in a fast-paced environment and meet deadlines.
• Professional and customer-focused mindset.

Benefits

• Competitive compensation package.
• Career growth and development opportunities.
• Collaborative and professional work environment.
• Exposure to diverse and challenging projects.

Apply now if you have a passion for client relationship management and delivering exceptional customer experiences.

Job Summary

We are looking for an experienced Chat Support Lead to manage our chat and customer support team. You will lead the team, train new members, check the quality of their replies, handle difficult customer cases yourself, and share customer insights with management to help improve the app.

Key Responsibilities

Team Leadership

·       Lead, guide, motivate, and manage a team of chat and customer support executives.

·       Conduct daily team huddles to communicate updates, priorities, and targets.

·       Conduct regular one-on-one discussions to review performance and provide feedback.

·       Manage team attendance, leave approvals, schedules, and discipline.

·       Build a positive, collaborative, and customer-focused team culture.

Shift Planning & Support Operations

·       Prepare weekly shift rosters to ensure continuous coverage across chat, calls, and email support.

·       Plan extra coverage during peak periods, including festival seasons, promotional campaigns, and significant gold price movements.

·       Monitor live support queues and reallocate team members based on workload and business requirements.

·       Ensure service levels and response-time targets are consistently achieved.

Training & Coaching

·       Train new employees on Aura Gold products, systems, tools, processes, and customer service standards.

·       Conduct refresher training on new features, offers, policies, and process updates.

·       Coach team members on empathy, professional communication, clear writing, and handling difficult customers.

·       Ensure responses are personalised, relevant, and customer-focused rather than repetitive or copy-paste responses.

·       Identify skill gaps and implement appropriate coaching and training plans.

Quality Assurance

·       Conduct regular quality reviews of customer chats, calls, and emails.

·       Evaluate interactions based on accuracy, communication, empathy, compliance, and resolution quality.

·       Provide timely feedback and track individual improvement.

·       Maintain and regularly update response templates, FAQs, knowledge bases, and SOPs.

·       Identify recurring quality issues and recommend corrective actions.

Escalation Management

• Personally manage and resolve critical or sensitive customer issues, including:

·       Money debited but gold not credited.

·       Failed or pending payments and refunds.

·       Autopay-related issues.

·       Delayed sell or withdrawal payouts.

·       KYC rejections and account-related issues.

·       Delayed or missing gold deliveries.

·       Highly dissatisfied or escalated customers.

• Coordinate with relevant teams to ensure timely resolution of escalated cases.

• Escalate issues to senior management, technology, payments, product, operations, or legal teams wherever required.

• Immediately flag suspected fraudulent or suspicious transactions to the Risk team.

Cross-Functional Coordination

·       Work closely with Payments, Technology, Product, Vault, Delivery, Risk, and other relevant teams to resolve customer issues.

·       Report application bugs, system issues, and recurring customer pain points to the Product and Technology teams.

·       Share customer insights and operational feedback to support product and process improvements.

Customer Feedback and Reporting

·       Monitor customer reviews on the Google Play Store and Apple App Store and ensure timely responses.

·       Conduct customer surveys and gather feedback to understand customer experience and satisfaction.

·       Prepare and share daily summaries and weekly reports covering team performance, customer issues, escalations, and key trends.

·       Identify recurring customer concerns and recommend process improvements.

Key Performance Indicators (KPIs)

• First Response Time
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Escalation Resolution
• Quality Audit Score:
• Achievement of team productivity, service-level, and customer experience targets.

Key Skills:

·       Strong team leadership and people-management skills.

·       Strong customer-handling and conflict-resolution abilities.

·       Ability to manage escalations and high-pressure situations.

·       Good analytical and problem-solving skills.

·       Strong organisational and time-management skills.

·       Customer-first mindset with strong attention to detail.

·       Ability to work in a fast-paced, technology-driven environment.

·       Familiarity with CRM, ticketing, chat-support, and customer service tools like Freshdesk, Zendesk, Intercom, or similar is an added advantage.

·       Excellent verbal and written communication.

·       Good understanding of UPI, autopay, payment gateways, and KYC

·       Comfortable with Excel or Google Sheets for reporting

·       Experience in fintech, banking, or digital payments is a strong plus

What We Offer:

·       Competitive salary with monthly performance incentives

·       Paid leave and holidays

·       Full training on products and tools

·       Clear growth path to Support Manager or Head of Customer Experience

·       A chance to build and shape the support team at a fast-growing fintech company

Job Title: Customer Success Associate (International Process)

Location: Gurugram, Haryana

Work Mode: Work from Office

About the Role:

We are seeking passionate and customer-focused professionals to join our international support team. If you have excellent communication skills, a problem-solving mindset, and prior experience in customer service—especially within international or healthcare domains—this opportunity is for you.

As a Customer Success Associate, you will be responsible for managing and resolving customer queries efficiently while ensuring an exceptional service experience.

Key Requirements:

• Excellent English communication skills (C1 level – mandatory)
• Education: Graduates and Undergraduates both are eligible
• Minimum 1 year of experience in International Customer Support (Healthcare background preferred)
• Salary: Up to ₹35,000 CTC (₹30,517 in-hand)
• 5 Days Working with 2 rotational week-offs
• Rotational Shifts (24/7 environment)
• Two-way cab facility available (for hiring zone only)

Roles & Responsibilities:

• Handle inbound and outbound calls, chats, or emails from international customers.
• Provide prompt, accurate, and empathetic assistance for customer queries or concerns.
• Analyze customer issues and ensure first-contact resolution wherever possible.
• Escalate unresolved or complex issues to higher support tiers when necessary.
• Maintain detailed and accurate documentation of all customer interactions.
• Ensure adherence to process guidelines, SLAs, and quality parameters.
• Collaborate with internal teams to improve overall customer experience.
• Stay updated on product knowledge, policies, and procedures.
• Demonstrate a positive attitude and maintain professionalism under pressure.

Why Join Us:

• Competitive salary with performance-based growth opportunities
• Exposure to global customer experience standards
• Supportive work culture with professional development programs

Job Summary

We are looking for a motivated and customer-focused Support Services Executive to handle customer queries, troubleshoot issues, and provide timely resolutions. The ideal candidate should have an experience in the Salesforce platform, along with strong communication, analytical, and problem-solving skills.

Key Responsibilities

• Act as a primary point of contact for customer support requests.
• Analyze, troubleshoot, and resolve customer-reported issues within defined SLAs.
• Communicate regularly with customers and provide timely updates on case progress.
• Monitor support cases and ensure proper follow-up until closure.
• Meet defined targets for response time, resolution time, quality, and customer satisfaction.

Required Skills and Qualifications

• 0–3 years of experience in Customer Support, Application Support, Technical Support, or a similar role.
• Familiarity with CRM systems and support ticketing tools is an added advantage, with Salesforce CRM experience preferred.
• Basic knowledge of SQL, Salesforce, ERP applications, or cloud-based applications is preferred.
• Strong communication, analytical, and problem-solving skills.

· Willingness to work in rotational shifts covering IST and EST time zones on alternate weeks, as required.

Preferred Skills

• Experience in SaaS, ERP, CRM, or enterprise application support.
• Hands-on experience with the Salesforce Platform and Service Cloud
• Knowledge of SQL queries and database concepts.
• Experience working with support ticketing systems.
• Strong customer service and stakeholder management skills.

Job Summary

We are looking for a customer-focused Customer Support Executive to handle customer queries and provide timely assistance across chat, calls, and email channels. The candidate will be responsible for resolving customer concerns, providing accurate product and service information, following up on pending issues, and ensuring a smooth and satisfactory customer experience on the Aura Gold platform.

Key Responsibilities

1. Customer Query Handling

• Handle customer queries through live chat, phone calls, emails, and other communication channels.
• Provide accurate information about Aura Gold products, digital gold transactions, purchases, sales, withdrawals, and delivery services.
• Assist customers with account registration, KYC verification, payment processes, and app-related queries.
• Ensure responses are clear, professional, personalised, and customer-friendly.
• Maintain timely responses and follow up with customers to ensure their queries are addressed.

2. Transaction & Payment Support

• Assist customers with payment-related concerns, including failed, pending, or successful transactions.
• Handle queries related to money debited but gold not credited.
• Support customers with Autopay registration, activation, cancellation, and transaction-related issues.
• Follow up on pending refunds, sell transactions, and withdrawal payouts.
• Coordinate with the relevant internal teams to resolve transaction discrepancies.

3. Gold Purchase, Sell & Delivery Support

• Assist customers with queries related to gold purchase, selling, and withdrawal processes.
• Provide updates on gold transaction status and applicable processes.
• Handle customer queries regarding physical gold redemption and delivery status.
• Follow up on delayed, missing, or incorrect gold deliveries.
• Ensure customers receive proper guidance throughout the transaction and delivery process.

4. Customer Issue Resolution & Escalation

• Understand customer concerns and provide appropriate resolutions within the defined timelines.
• Handle dissatisfied customers professionally and maintain a calm, solution-oriented approach.
• Escalate unresolved or critical issues to the Customer Support Lead.
• Coordinate with Payments, Technology, Product, Vault, Delivery, and other relevant teams for issue resolution.
• Immediately report suspicious transactions or suspected fraudulent activities to the concerned team.
• Maintain proper records of customer complaints, escalations, and resolutions.

5. Customer Follow-ups & Engagement

• Conduct regular follow-ups with customers regarding pending queries, transactions, and complaints.
• Make outbound calls to customers wherever required for issue resolution and service updates.
• Follow up with customers for Autopay activation and successful registration.
• Reach out to customers for feedback and assistance based on business requirements.
• Follow up on negative customer reviews and support efforts to improve customer satisfaction.

6. Customer Feedback & Quality

• Maintain a high standard of customer service across all communication channels.
• Follow approved SOPs, communication guidelines, and response templates.
• Avoid repetitive or irrelevant copy-paste responses and ensure personalised communication.
• Collect customer feedback and highlight recurring concerns to the Customer Support Lead.
• Maintain professional communication and ensure customer information is handled confidentially.

7. Documentation & Reporting

• Maintain accurate records of customer interactions, complaints, follow-ups, and resolutions in the CRM or ticketing system.
• Update ticket status and ensure no customer query remains unattended.
• Prepare daily activity reports and share pending issues with the reporting manager.
• Follow the defined shift schedule, attendance requirements, and support processes.

Key Performance Indicators (KPIs)

• First Response Time (FRT)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Number of Customer Queries Resolved
• Query Resolution TAT
• Call & Chat Quality Audit Score
• Autopay Follow-up and Activation
• Customer Review Follow-ups
• Pending Ticket and Escalation Management
• Customer Feedback and Service Quality

Key Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer-handling and interpersonal skills.
• Ability to understand customer concerns and provide effective solutions.
• Good problem-solving and analytical abilities.
• Patience and empathy while handling difficult or dissatisfied customers.
• Ability to multitask and manage multiple customer queries simultaneously.
• Good attention to detail and follow-up skills.
• Ability to work in a fast-paced, customer-oriented environment.
• Basic knowledge of UPI, digital payments, payment gateways, and KYC processes.
• Familiarity with CRM, ticketing, and chat-support tools such as Freshdesk, Zendesk, Intercom, or similar is an added advantage.
• Basic knowledge of MS Excel or Google Sheets.

Account Manager

Sales · Revenue

📍 Noida · 🕐 Full-Time · 🧭 7-12 Years

The Mission

We aren't automating scripts — we're deprecating the era of manual-heavy testing entirely. TestMu AI is building the world's first AI-native platform where Agentic Intelligence autonomously plans, authors, and self-heals the entire Quality Engineering lifecycle.

Advance revenue growth by nurturing and expanding key accounts through strategic relationship management.

The Pillars of Impact

🚀 1. Account Expansion (50%)

• –Drive product adoption within key accounts.
• –Identify and execute upsell opportunities.
• –Expand footprint through cross-selling initiatives.
• –Maintain high-level client satisfaction and loyalty.

⚙️ 2. Stakeholder Engagement (30%)

• –Manage complex stakeholder relationships effectively.
• –Serve as primary contact for all client communications.
• –Navigate client organizations to identify key decision makers.

🧠 3. Strategic Insight (20%)

• –Analyze account performance to inform growth strategies.
• –Provide feedback to product teams for continuous improvement.
• –Utilize industry insights to enhance client engagement.

Must-Haves — Do not apply unless you have these

• ✓You must have experience in relationship management.
• ✓You must have the ability to identify upsell opportunities.
• ✓You must have experience in managing stakeholder relationships.

The Bar — What you must prove

Proven revenue growth from key account management.

Increased revenue by 30% year-over-year in previous roles.

Demonstrated ability to execute upsell strategies.

Successfully upsold products, achieving a 20% increase in sales.

Effective stakeholder relationship management.

Managed and retained top-tier clients for over 5 years.

Strong product adoption initiatives.

Led initiatives that boosted product adoption by 40%.

Key Responsibilities

● Manage case queues in accordance to customer agreements.

● Answer technical questions, solve technical problems, and suggest appropriate

workarounds related to Copado platform.

● Understand and advocate for customer needs.

● Resolve customer service issues and skillfully manage/troubleshoot complex customer

service problems.

● Manage customers' expectations and experience in a way that results in high customer

satisfaction.

● Develop and maintain technical expertise in assigned areas of product functionality and

utilize that expertise effectively to help customers.

● Create knowledge base materials dedicated towards operational efficiency.

● Research, document, and escalate cases according to procedure.

● Actively participate in job-related training and assist with the design and delivery of

product and other technical training.

● Review support cases for technical and troubleshooting accuracy.

● Identify product and services up-sell opportunities and describe Copado solutions to

customers in a way that is articulate, accurate, and persuasive.

What Success Looks Like

● Having a proven track record of using your incredible problem-solving and interpersonal

skills to achieve success goals.

● Documenting solutions and consistently contributing to the internal knowledge base.

● Driving delivery and customer success for one of the fastest-growing applications in the

Salesforce ecosystem.

● Managing customers' expectations and experiences in a way that results in high

customer satisfaction

● Skillfully managing, troubleshooting, and resolving complex customer service problems.