Senior Manager Customer Success

Role Overview

At Naukri, Customer Success focuses on ensuring that enterprise clients continuously derive measurable value from our recruitment platform. The Customer Success Manager will manage a portfolio of enterprise and high-growth client accounts, partnering with HR leaders and Talent Acquisition teams to help them optimize their hiring strategies through effective platform utilization. This role requires strong consultative engagement, stakeholder management, and value creation, ensuring customers maximize recruiter productivity, sourcing efficiency, and overall recruitment effectiveness through Naukri's solutions. The CSM will drive structured engagement through onboarding, training, and strategic business discussions while ensuring strong customer relationships, platform adoption, and long-term customer retention.

Key Responsibilities

Enterprise Account Ownership

• Manage a portfolio of enterprise and large-growth client accounts.


• Build strong relationships with senior HR leadership including CHROs, Talent Acquisition heads, and recruitment leaders across enterprise organizations.


• Understand clients hiring strategies and align Naukri solutions to support their recruitment goals.

Customer Value Creation

• Ensure customers derive maximum value from the Naukri platform through effective adoption and usage.


• Understand client hiring workflows and recruitment challenges to recommend best practices.


• Guide clients on how to improve recruiter productivity and sourcing efficiency using the platform.


• Demonstrate the impact of Naukri solutions through strategic engagement and insights.


• Act as a strategic advisor to enterprise customers, helping them optimize hiring strategies and recruiter productivity through effective use of Naukri solutions.

Client Engagement & Relationship Management

• Act as the primary relationship owner for assigned client accounts.


• Maintain regular engagement with stakeholders across HR and recruitment teams.


• Ensure timely resolution of client queries by collaborating with internal support and product teams.

Platform Adoption & Utilization

• Drive platform adoption through structured onboarding, product training, and feature enablement.


• Monitor platform usage and engagement trends to identify adoption gaps.


• Help clients maximize the usage of platform capabilities to improve hiring outcomes.

Strategic Engagement & Business Discussions

• Conduct periodic strategic discussions with enterprise clients.


• Share insights on recruitment trends, hiring performance, and platform utilization.


• Identify opportunities to improve customer engagement and value realization.

Expansion & Opportunity Identification

• Identify opportunities to expand platform usage based on evolving hiring needs.


• Partner with Sales teams to support renewal readiness and account growth opportunities.


• Provide customer insights that may influence product improvements.

Cross-Functional Collaboration

• Work closely with Sales, Product, and Support teams to deliver a seamless customer experience.


• Act as the voice of the customer within the organization by sharing feedback and insights.

Qualifications

• Bachelors degree required; Masters degree preferred.


• 36 years of experience in Customer Success, Account Management, or Client Relationship roles.


• Experience managing enterprise or large corporate clients will be strongly preferred.


• Experience working with SaaS platforms, HRTech, recruitment technology, or enterprise software solutions is an advantage.


• Strong communication and stakeholder management skills.


• Ability to engage confidently with senior HR and Talent Acquisition stakeholders.

Skills & Competencies

• Enterprise client management


• Strategic customer engagement


• Platform adoption & enablement


• Customer value creation


• Data-driven decision making


• Cross-functional collaboration