International Customer Success Manager Gurugram (India)

Customer Success Manager (CSM)

Job Location: Gurgaon / Mumbai / Bangalore

Experience: 6+ Years

About FieldAssist

FieldAssist is a leading SaaS platform specializing in optimizing Route-to-Market strategies and strengthening brand relationships within the CPG (Consumer Packaged Goods) ecosystem. With over 1,25,000 sales users representing 750+ CPG brands across 25+ countries in Southeast Asia, the Middle East, and Africa, we reach 25,000 distributors and 7.5 million retail outlets every day.

About the Role

We are looking for an experienced Customer Success Manager to drive customer satisfaction, product adoption, retention, and business growth. The ideal candidate will have solid experience in customer relationship management, implementation, on-ground project management, and cross-functional collaboration. This role involves working closely with customers and internal teams to ensure successful implementations, resolve challenges, improve customer experience, and deliver measurable business outcomes.

Key Responsibilities

Customer Relationship Management: Build and maintain solid relationships with existing customers, understand their business needs, and ensure high levels of customer satisfaction and retention.

Implementation & On-Ground Project Management: Drive end-to-end customer implementation, coordinate on-ground project execution, manage timelines and deliverables, and ensure smooth go-live and successful product adoption.

Customer Success & Product Adoption: Drive product usage and adoption by training customers, sharing best practices, and enabling their teams to become proficient and self-sufficient in using the platform.

MBR/QBR Management: Plan and conduct Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) to review performance, track business outcomes, identify gaps, and align on improvement plans and future goals.

Customer Experience (NPS/CSAT): Monitor Net Promoter Score (NPS) and Customer Satisfaction (CSAT)