Customer Success Manager
INSIDEA
Assistant Customer Success Manager, CSM
Smart Working
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as the primary point of contact for assigned key client accounts
- Build and maintain strong client relationships, ensuring consistent communication and delivery alignment.
- Conduct structured monthly/quarterly review calls with clients to present performance, gather feedback, and propose improvements.
- Identify and drive account growth opportunities (additional headcount, new roles, extended contracts).
- Manage escalations swiftly, ensuring minimal disruption to clients.
- Review developer performance data (provided by CS Executives) and translate into client-facing insights.
- Own the preparation of Quarterly Business Review (QBR) decks for enterprise clients.
- Track account health metrics (NRR, Client Health Score, NPS) and highlight risks/opportunities to the Head of CS.
- Support the Head of CS in designing and implementing account management frameworks.
- Mentor CS Executives on client-facing best practices without overlapping in SW engagement.
- Collaborate with operations to ensure smooth backend reporting and SLA compliance.
Requirements
- 5 years of experience in Customer Success (IT staffing, SaaS, or IT services).
- Strong experience in handling large accounts (multi-team / enterprise clients).
- Excellent client communication & relationship-building skills (written & verbal).
- Proven ability to manage escalations, growth conversations, and business reviews.
- Proficiency in CRM and reporting tools (Zoho, HubSpot, Notion, Google Sheets).
Benefits
- Fixed Shifts — 12:00 PM – 9:30 PM IST (Summer) | 1:00 PM – 10:30 PM IST (Winter)
- No Weekend Work — Real work-life balance, not just words
- Day 1 Benefits — Laptop and full medical insurance provided
- Support That Matters — Mentorship, community, and forums where ideas are shared
- True Belonging — A long-term home where your contributions are valued
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Successaccount managementperformance data analysisclient health metrics trackingbusiness review preparation
Soft skills
client communicationrelationship buildingescalation managementgrowth conversation managementmentoring