Website:
calsoftgroup.com
Job details:
Role: Customer Success Manager
Location: Chennai / Hybrid / Remote (Based on Role Fit)
Employment Type: Full-Time
Experience: 2–6 Years
Preferred Immediate Joiners
Candidates who can join immediately or within short notice periods are preferred.
About Us
We are building a fast-growing AI-powered SaaS ecosystem focused on CRM, WhatsApp automation, multi-channel outreach, ERP, e-commerce, AI calling, and business automation solutions. Our platform helps businesses streamline customer engagement, sales, operations, and communication from one unified system.
Our products include intelligent CRM workflows, AI-powered communication tools, automation engines, and integrated business applications designed for global markets including UAE, UK, APAC, and beyond.
Role Overview:
We are looking for a highly proactive and customer-focused Customer Success Manager (Global) to manage and grow relationships with international customers. You will be responsible for onboarding, adoption, retention, customer satisfaction, renewals, and expansion opportunities across global accounts.
This role requires strong communication skills, SaaS product understanding, problem-solving ability, and experience handling enterprise or mid-market clients across multiple geographies.
You will work closely with Sales, Product, Support, and Engineering teams to ensure customers achieve maximum value from our platform.
Key Responsibilities:
- Customer Onboarding & Adoption
- Guide new customers through onboarding and implementation
- Conduct product demos, training sessions, and onboarding calls
- Ensure smooth CRM setup, integrations, and user adoption
- Help customers understand best practices and workflows
- Customer Relationship Management
- Build long-term relationships with customers globally
- Act as the primary point of contact for strategic accounts
- Conduct regular business review meetings
- Understand customer goals and align product usage accordingly
- Retention & Growth
- Drive customer retention and reduce churn
- Identify upsell and cross-sell opportunities
- Support subscription renewals and account expansion
- Monitor customer health scores and engagement metrics
- Product & Support Coordination
- Work with Support and Product teams to resolve issues quickly
- Escalate critical customer concerns when required
- Gather customer feedback and share product improvement ideas
- Advocate customer needs internally
- Analytics & Reporting
- Track adoption, usage, and engagement metrics
- Prepare customer success reports and account summaries
- Monitor onboarding completion and feature utilization
- Maintain CRM updates and customer activity logs
- Global Customer Engagement
- Handle customers across UAE, UK, APAC, and other global markets
- Coordinate meetings across different time zones
- Deliver a world-class customer experience across cultures
Required Skills & Qualifications:
- 2–6 years of experience in Customer Success, Account Management, SaaS Support, or Client Relationship Management
- Experience working with SaaS or CRM products is preferred
- Strong verbal and written communication skills
- Excellent presentation and demo skills
- Ability to manage multiple customer accounts simultaneously
- Strong problem-solving and relationship-building ability
- Comfortable working in a fast-paced startup environment
- Experience handling international clients is an advantage
- Familiarity with CRM systems, WhatsApp automation, or sales tools is preferred
Preferred Qualifications:
- Experience in B2B SaaS platforms
- Understanding of CRM workflows and sales pipelines
- Exposure to automation platforms and integrations
- Knowledge of customer lifecycle management
- Experience with onboarding enterprise clients
What We Offer:
- Opportunity to work with a fast-growing AI SaaS ecosystem
- Exposure to international markets and global customers
- High ownership and career growth opportunities
- Collaborative and innovation-driven work culture
- Performance-driven incentives and learning opportunities
Click on Apply to know more.