Lead customer success manager

This role is for one of the Weekday's clients

Salary range: Rs 1200000 - Rs 2000000 (ie INR 12-20 LPA)

Min Experience: 5 years

Location: chennai, bangalore, Bengaluru

JobType: full-time

In this role, you will take ownership of a portfolio of customers and act as their primary point of contact. You will help them understand how to use the platform, guide them through implementation, and support them throughout their lifecycle. The role demands regular interaction with customers to understand their challenges, track their progress, and offer solutions that align with their objectives. You will also work with internal teams such as product, engineering, support, and sales to ensure customer issues are resolved and expectations are met. The position offers an opportunity to build long-term relationships, influence customer outcomes, and contribute to the overall improvement of the customer success function.

Key Responsibilities

• Manage the end-to-end customer journey, ensuring smooth onboarding, proper adoption, and consistent value realization.
• Build strong relationships with customer stakeholders at various levels and become a dependable advisor they can rely on.
• Conduct regular check-ins and business review meetings to understand customer goals, track progress, and discuss improvements.
• Create structured success plans based on customer requirements and monitor their adherence over time.
• Identify risks early by reviewing usage trends, engagement levels, and feedback, and take proactive steps to address them.
• Coordinate closely with internal teams to ensure that customer issues are resolved promptly and effectively.
• Document customer cases, share insights, and communicate updates to keep internal teams aligned on customer needs.
• Guide customers on best practices and help them optimize their processes using the platform.
• Identify opportunities for account growth by understanding customer needs and recommending suitable features or upgrades.
• Support escalations, handle concerns professionally, and maintain a high level of customer satisfaction.
• Help improve internal customer success processes and share suggestions based on your experience with clients.
• Provide guidance and mentorship to junior members of the team when needed.

What Makes You a Great Fit

• You have 5+ years of experience in customer success, account management, or a related client-facing role.
• You are comfortable managing multiple customer accounts while maintaining high-quality communication.
• You are patient, approachable, and able to guide customers with clarity and confidence.
• You pay attention to detail and can identify issues before they become major concerns.
• You are dependable and take responsibility for ensuring customers have a smooth, productive experience.
• You can collaborate well with internal teams and communicate updates clearly.
• You stay calm during escalations and work towards practical, customer-friendly resolutions.
• You are motivated by helping customers succeed and enjoy building long-term, trustworthy relationships.