{"id":622,"date":"2025-07-28T06:45:05","date_gmt":"2025-07-28T06:45:05","guid":{"rendered":"https:\/\/career.leadrat.com\/?post_type=job&#038;p=622"},"modified":"2025-07-29T14:28:39","modified_gmt":"2025-07-29T14:28:39","slug":"customer-success-manager-bangalore","status":"publish","type":"job","link":"https:\/\/leadrat.com\/career\/job\/customer-success-manager-bangalore\/","title":{"rendered":"Customer Success Manager\u00a0"},"content":{"rendered":"\n<p><strong>Position Details<\/strong><br><strong>Role:<\/strong> Customer Success Manager<br><strong>Location:<\/strong> Bangalore<br><strong>Job Type:<\/strong> Full-time, Work from Office<br><strong>Experience:<\/strong> 7\u20138 years<\/p>\n\n\n\n<p>We are looking for an experienced\u202fCustomer Success Manager\u202fto lead and mentor our team of Customer Success Executives. This role involves ensuring smooth onboarding, driving customer adoption, resolving escalations, and fostering long-term customer relationships. You will work closely with cross-functional teams to improve customer satisfaction, retention, and ultimately, revenue growth. As a key player in the Customer Success team, you will be responsible for providing strategic guidance to clients and the team, helping them maximize the value of our product.<\/p>\n\n\n\n<p><strong>Key Responsibilities<\/strong><\/p>\n\n\n\n<p><strong>Customer Onboarding &amp; Engagement<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Lead and manage the onboarding process for new clients, ensuring they experience seamless integration and adoption of the platform.<\/li>\n\n\n\n<li>Conduct in-depth product training and provide ongoing support to customers, helping them get the most out of the platform.<\/li>\n\n\n\n<li>Serve as the primary point of contact for assigned customers, establishing strong, trust-based relationships and advocating for their needs.<\/li>\n<\/ul>\n\n\n\n<p><strong>Customer Support &amp; Issue Resolution<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Provide timely responses to customer queries, offering expert advice and troubleshooting assistance when needed.<\/li>\n\n\n\n<li>Effectively handle escalations by addressing high-priority issues and ensuring resolution within the defined timelines.<\/li>\n\n\n\n<li>Collaborate with the backend teams to report and resolve product bugs or technical issues, coordinating with other departments as necessary.<\/li>\n\n\n\n<li>Utilize remote support tools like\u202fAnydesk\u202fand\u202fTeamViewer\u202fto troubleshoot customer problems and provide hands-on assistance when required.<\/li>\n<\/ul>\n\n\n\n<p><strong>System &amp; Process Management<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Manage and maintain CRM tools to ensure accurate and up-to-date customer records, ensuring every customer interaction is tracked.<\/li>\n\n\n\n<li>Create, manage, and follow up on tickets within\u202fAzure DevOps\u202ffor bug fixes and feature requests, ensuring customer issues are resolved quickly.<\/li>\n\n\n\n<li>Coordinate with third-party platforms, including real estate portals and social media sites, for any necessary integrations or technical support.<\/li>\n<\/ul>\n\n\n\n<p><strong>Customer Satisfaction &amp; Retention<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Monitor customer health metrics such as\u202fCSAT (Customer Satisfaction)\u202fand\u202fNPS (Net Promoter Score)\u202fto track satisfaction levels and identify opportunities for improvement.<\/li>\n\n\n\n<li>Proactively address at-risk customers and work to reduce churn by implementing retention strategies and providing timely intervention when needed.<\/li>\n\n\n\n<li>Adhere to First Response Time (FRT) standards for all customer communications, especially through platforms like\u202fWhatsApp Business, to ensure a high level of service consistency.<\/li>\n<\/ul>\n\n\n\n<p><strong>Revenue Growth &amp; Community Building<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identify cross-sell and upsell opportunities, working closely with the sales team to share insights and strategies that can drive additional revenue.<\/li>\n\n\n\n<li>Collect referrals from satisfied clients to help grow the customer base and expand business opportunities.<\/li>\n\n\n\n<li>Actively contribute to building a strong customer community, encouraging engagement and loyalty through educational content, webinars, and product usage tips.<\/li>\n<\/ul>\n\n\n\n<p><strong>Team Leadership &amp; Collaboration<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Lead, mentor, and manage a team of\u202fCustomer Success Executives, providing guidance on best practices, performance expectations, and professional development.<\/li>\n\n\n\n<li>Collaborate closely with cross-functional teams, including sales, product, and marketing, to ensure customer success initiatives are aligned with overall business objectives.<\/li>\n\n\n\n<li>Train and onboard new team members, helping them understand the product, processes, and customer success best practices.<\/li>\n\n\n\n<li>Track team performance and provide regular feedback to ensure high standards of service and engagement are maintained.<\/li>\n<\/ul>\n\n\n\n<p><strong>Requirements<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>7-8 years of experience in a\u202fCustomer Success\u202for\u202fAccount Management\u202frole, ideally within a\u202fSaaS\u202for technology-driven environment.<\/li>\n\n\n\n<li>Proven experience in\u202fescalation handling\u202fand resolving complex customer issues with a high level of customer satisfaction.<\/li>\n\n\n\n<li>Familiarity with CRM systems like\u202fSalesforce,\u202fHubSpot, or similar platforms, and experience using remote support tools such as\u202fAnydesk\u202for\u202fTeamViewer.<\/li>\n\n\n\n<li>Strong proficiency with ticketing tools like\u202fAzure DevOps, with a solid understanding of creating and managing support tickets for product issues.<\/li>\n\n\n\n<li>Exceptional interpersonal and communication skills, with the ability to build rapport, manage customer relationships, and handle difficult situations effectively.<\/li>\n\n\n\n<li>Demonstrated ability to lead a team, manage customer retention efforts, and identify opportunities for account growth.<\/li>\n\n\n\n<li>Analytical mindset with the ability to interpret customer data and feedback to drive actionable improvements in the customer experience.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why Leadrat?<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Dynamic Work Environment:<\/strong>\u202fBe part of a fast-paced, innovative company where your contributions make a significant impact.<\/li>\n\n\n\n<li><strong>Career Growth:<\/strong>\u202fExcellent opportunities for professional development and career advancement within the Customer Success team and beyond.<\/li>\n\n\n\n<li><strong>Competitive Compensation:<\/strong>\u202fAttractive salary and benefits package.<\/li>\n\n\n\n<li><strong>Collaborative Culture:<\/strong>\u202fWork with cross-functional teams and contribute to shaping the customer experience across the organization.<\/li>\n<\/ul>\n\n\n\n<p>If you&#8217;re passionate about driving customer success, mentoring a team, and maximizing customer value, we would love to hear from you. Apply now to join the Leadrat team and help our customers thrive!<\/p>\n\n\n\n<p>Leadrat is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.<\/p>\n","protected":false},"featured_media":0,"parent":0,"template":"","meta":{"_acf_changed":true,"_eb_attr":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"job-department":[21],"job-type":[3],"class_list":["post-622","job","type-job","status-publish","hentry","job-department-customer-support-customer-success","job-type-full-time"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Success Manager \u2013 Bangalore | Leadrat Careers<\/title>\n<meta name=\"description\" content=\"Join Leadrat as a Customer Success Manager in Bangalore. 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