Customer Success Manager

Job Description

Customer Success Manager (CSM)

Company

Recruitment Smart Technologies India Pvt. Ltd. (RSTI)

Location

Ahmedabad, Gujarat

Work Mode

Work from Office

Experience

2–6 Years

Employment Type

Full-Time

Industry

HR-Tech / SaaS / AI-Powered Recruitment Technology

About RSTI

Recruitment Smart Technologies India Pvt. Ltd. (RSTI) is an HR-Tech company focused on AI-powered recruitment automation and talent intelligence solutions. Our technology helps organizations streamline recruitment processes and improve hiring efficiency through intelligent automation and integrations with enterprise recruitment systems.

We are looking for a proactive, customer-focused Customer Success Manager to manage client relationships, lead customer onboarding, drive product adoption, and ensure long-term customer satisfaction and retention across international markets.

Job Overview

As a Customer Success Manager, you will serve as the primary point of contact for assigned customers, ensuring they successfully adopt and derive value from RSTI's solutions. You will coordinate with Sales, Product, Engineering, and Support teams to manage onboarding, implementation, ongoing account management, customer feedback, and issue resolution.

The ideal candidate combines strong relationship management and communication skills with a structured approach to project coordination, customer engagement, and data-driven customer success.

Key Responsibilities1. Customer Relationship Management

Build and maintain strong relationships with customer stakeholders, including decision-makers, HR leaders, recruitment teams, and other relevant users.

Act as the primary point of contact for assigned international customers.

Conduct regular customer check-ins, account reviews, and business reviews to understand customer needs and satisfaction.

Proactively identify customer concerns, adoption challenges, and opportunities to improve the customer experience.

Customer Onboarding and Implementation

Lead customer onboarding from handover by the Sales team through initial setup, training, adoption, and implementation milestones.

Prepare onboarding plans, timelines, action items, and follow-up schedules.

Coordinate with internal technical and product teams to facilitate deployment, integrations, configuration, and issue resolution.

Ensure customers understand product functionality and can use the solution effectively.

Track onboarding progress and address delays, dependencies, and implementation risks.

Product Adoption and Customer Success

Drive product adoption by helping customers use relevant features effectively and achieve their intended business outcomes.

Monitor customer engagement, usage patterns, adoption progress, and satisfaction.

Identify customers who may be at risk of disengagement and take proactive steps to improve adoption.

Gather customer feedback and translate it into actionable insights for Product, Engineering, and Support teams.

Support customers in understanding new features, product enhancements, and relevant use cases.

Customer Retention and Account Growth

Develop customer success plans to improve satisfaction, engagement, and long-term retention.

Identify opportunities for account expansion, cross-selling, and upselling in coordination with the Sales team.

Understand customer business objectives and help align product usage with their evolving requirements.

Maintain strong account relationships and proactively address concerns that may affect renewals or continued usage.

Cross-Functional Coordination

Collaborate with Sales, Product, Engineering, and Support teams to ensure timely resolution of customer requirements.

Communicate customer priorities, product gaps, technical dependencies, and recurring issues to relevant internal stakeholders.

Track customer issues and ensure clear ownership, follow-up, and timely communication.

Contribute to improving onboarding processes, customer communication, support workflows, and customer success practices.

International Customer Management

Manage customer onboarding, implementation coordination, and ongoing engagement across international markets.

Conduct virtual meetings, product walkthroughs, training sessions, and business reviews with international clients.

Coordinate across time zones when required to support customer commitments.

Maintain professional written and verbal communication with global stakeholders.

Reporting and Customer Success Metrics

Maintain accurate customer records, account plans, meeting notes, action items, and implementation status.

Track relevant customer success indicators, such as onboarding completion, product adoption, customer satisfaction, retention, and account growth.

Prepare periodic customer status reports and highlight risks, challenges, and improvement opportunities.

Use customer data and feedback to recommend actions that improve the customer experience and business outcomes.

Required Skills and Qualifications

2–6 years of experience in Customer Success, Account Management, Client Relationship Management, SaaS Implementation, or a related role.

Proven experience managing international customers or stakeholders.

Hands-on experience with customer onboarding, implementation coordination, and ongoing account management.

Strong understanding of customer success principles, customer retention, product adoption, and relationship management.

Excellent verbal and written communication, presentation, and stakeholder management skills.

Ability to manage multiple customer accounts, priorities, timelines, and follow-ups independently.

Strong analytical and problem-solving skills, with the ability to interpret customer feedback and success metrics.

Experience coordinating with cross-functional teams to resolve customer issues and meet commitments.

Working knowledge of project management tools such as Jira, Asana, or similar platforms.

Strong organizational skills, attention to detail, and a proactive, customer-first mindset.

Pref