Customer Success Manager

Return to jobs listCustomer Success ManagerJob type: Full Time · Department: Customer Success Management · Work type: On-SiteMumbai, Maharashtra, India Job detailsApplication formAbout the Role:As a Customer Success Manager at CleverTap, you'll play a critical role in ensuring customers achieve measurable business outcomes through the platform. And owning adoption, value realization, and long-term retention across a portfolio of accounts. You'll have the opportunity to shape how customers grow with the platform and directly influence retention and revenue metrics that matter to the business.What will you do :Own customer adoption, value realization, and business outcomes for Enterprise and Key accounts.Develop and execute customer success plans aligned to business goals and KPIs.Translate customer objectives into scalable CleverTap use cases and growth strategies.Drive product adoption through data-driven insights, enablement, and best practices.Analyze dashboards, campaigns, funnels, and product usage to deliver actionable recommendations.Lead QBRs/EBRs focused on ROI, business impact, and growth opportunities.Proactively identify customer risks and execute mitigation plans to improve retention.Build trusted relationships with business and executive stakeholders.Partner cross-functionally with Sales, TAMs, Onboarding, Support, and Channel Specialists to deliver customer success.Maintain accurate account documentation, success plans, and Salesforce hygiene.What are we looking for ?Must Have:Overall 4+ years of experience in marketing or related field and, 2+ years of B2B SaaS customer success or customer management experience Bachelor’s / Master  degree in Computer Science, Information Technology, Marketing, Business, or related fields.Strong business acumen with ability to understand customer objectives and translate them into platform growth opportunitiesData-driven mindset with ability to work with metrics, dashboards, and analytics to track adoption and drive outcomesExcellent executive communication skills with ability to build relationships beyond daily users and present compelling QBRs/EBRsGood to have :Experience with CDP, marketing automation, or customer engagement platformsFamiliarity with analytics tools, segment logic, funnel analysis, and journey mappingExperience partnering with cross-functional teams including technical, product, and channel specialists in complex environmentsMeasures of Success :Net Revenue Retention and expansion opportunities sourced from your portfolioProduct Adoption Score improvement and percentage of accounts with active, documented success plansCustomer health improvement and at-risk account recovery rateSuccessful QBR/EBR delivery and customer case studies/testimonials generatedWho will you report to: Director Customer SuccessWhy join usContribute to a product backed by 11 technology patents, showcasing industry-leading innovation.You are passionate about technology and its impact on the high-growth mobile technology spacePower personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.Flourish in an Environment that Nurtures Growth and CuriosityLearn MoreGet to know us better before you apply!Check out our product documentation, engineering blog, and customer stories to see how we work and what we value.Clever.AI CleverTap Developer DocumentationBlogsTesseractDB™CleverTap Product DemoAbout CleverTap:CleverTap is the world’s leading AI-first, all-in-one customer engagement and retention platform, redefining how brands build lasting customer relationships in the Agentic era. Powered by its proprietary CleverAI™ Decisioning Engine and the Agentic Universe, CleverTap enables autonomous, real-time decision-making that helps organizations deliver 1:1 individualized experiences at scale while maximizing ROI.Its unified platform brings together an AI-native Personalization Engine, automated Journey Orchestration, its proprietary...