Customer Success Manager / Senior Manager

Hiring Customer Success Manager / Senior Manager

Company: IndiaFilings

Job Location: Chennai

Experience: 7 to 12 Years

Employment Type: Full-Time

Department: Customer Success / Client Relationship Management

Industry: B2B Services / SaaS / Fintech / Professional Services

Job Description

IndiaFilings is looking for an experienced and dynamic Customer Success Manager / Senior Manager to lead customer success operations, manage large customer portfolios, drive customer retention, and ensure exceptional service delivery.

The ideal candidate should have strong leadership capabilities, excellent communication skills, and proven experience in managing customer-facing teams, handling escalations, and improving customer satisfaction.

Key Responsibilities

• Lead and manage Customer Success teams, Team Leaders, and Relationship Managers to achieve operational and business targets.
• Drive customer satisfaction, retention, renewals, and long-term client relationships.
• Oversee customer onboarding, engagement, service delivery, and post-sales support.
• Handle critical customer escalations and ensure timely resolution.
• Monitor team performance, productivity, service quality, and SLA/TAT compliance.
• Develop strategies to reduce customer churn and improve customer experience.
• Collaborate with Sales, Operations, Technology, and Service Delivery teams to resolve client concerns.
• Identify cross-selling, upselling, and renewal opportunities within existing customer accounts.
• Implement process improvements, customer engagement strategies, and CRM automation initiatives.
• Prepare and present MIS reports, customer success dashboards, and performance reviews to senior management.
• Track key performance indicators, including CSAT, NPS, retention rate, churn rate, and escalation resolution time.
• Mentor team members, conduct performance reviews, and build a high-performing Customer Success team.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Commerce, Management, or a related discipline. MBA preferred.
• 7–12 years of experience in Customer Success, Client Relationship Management, Account Management, or Customer Service Operations.
• Minimum 3–5 years of experience in a team management or managerial role.
• Proven experience managing large customer portfolios and high-volume customer operations.
• Strong expertise in customer retention, escalation management, and service delivery.
• Excellent verbal and written communication, interpersonal, and stakeholder management skills.
• Good understanding of CRM platforms, MIS reporting, customer success metrics, and process optimization.
• Ability to handle complex client situations and drive cross-functional coordination.
• Experience handling B2B or international clients will be an added advantage.