Customer Success Manager

Nirmata

Customer Success Manager responsible for driving customer success and adoption for Nirmata's products. Leading strategic accounts and collaboration with sales, product management, and engineering teams.

Posted 4/24/2026full-timeBangalore • 🇮🇳 IndiaSeniorLeadWebsite

About the role

Key responsibilities & impact

Owning the vision, strategic planning, and execution for Customer Success management function for select strategic accounts, leading positive customer experiences, and driving growth through on-time renewals and growth.
Drive customer outcomes, product adoption and customer experience
Lead the account plan through onboarding and adoption and renewal phases.
Build and own strategic relationships with key customer executives and ensure Nirmata’s offerings are delivering value for their priorities.
Drive strategic priorities and projects to a specific timeline that delivers value to customers.
Align Nirmata Customer Success, Product Management and Engineering functions to deliver a great customer experience.
Instill the operational rigor to ensure regular interlock between customer and Nirmata leadership. This includes weekly, monthly calls and quarterly business reviews.
Manage critical escalations and restore customer satisfaction.
Understand the customer sentiment and ensure it cases across customer segments and influence new product features to deliver higher value for customers.
Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks).
Listen to customers and build new Customer Success best practices to drive higher engagement and drive lifecycle optimization programs.

Requirements

What you’ll need

10+ years of professional experience and a Bachelor of Arts/Science or equivalent degree in computer science or a related area of study.
5+ years of experience in Customer Success Leadership role, driving full lifecycle of customer experience from onboarding to renewals.
2+ years of experience in driving strategic initiatives and projects with successful outcomes.
Proven management experience leading Customer Success in a SaaS enterprise software company.
Proven experience leading customer success for large Enterprise accounts, leading CSEs. Professional services experience is a plus.
Proven experience in leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices.
Ability to develop strategies, translate them into initiatives and track successful delivery.
Ability to handle strategic initiatives and projects across multiple tracks for customers. Ability to optimize the project timeline and proactively align deliverables to those timelines.
Demonstrated ability to lead cross-functionally and successfully manage global, distributed teams across cultures, lines of business, and geographies.
Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
Able to collaborate across the organization and with external stakeholders.
Experience successfully working with senior (C-level) executives.
Holds strong operational skills and ability to identify and track metrics that will drive organizational efficiencies and improved customer satisfaction.
Willing and able to manage customer escalations with speed and urgency.

Benefits

Comp & perks

Nirmata’s success is built on the diverse contributions of its employees
We're committed to an inclusive workplace where everyone's perspective is valued
All application information will be kept confidential in accordance with EEO guidelines.
Nirmata uses E-Verify for US-based roles

ATS Keywords

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Hard Skills & Tools

Customer Success ManagementSaaSProject ManagementCustomer ExperienceProduct AdoptionRenewal ForecastingLifecycle OptimizationAnalytical ThinkingProcess DevelopmentProblem Solving

Soft Skills

LeadershipCommunicationInterpersonal SkillsStrategic PlanningCollaborationFlexibilityAgilityOperational ExcellenceMotivationDelegation