Customer Success Manager

Job Description: Customer Success Manager

Location: Chennai

Reports To: Senior Manager – Customer Success

Department: Customer Success

Role Overview

The Customer Success Manager at ProManage plays a pivotal role in driving customer satisfaction, retention, and growth across all assigned customers. This position involves leading the efforts to deliver value to all assigned customers, while partnering with cross-functional. The role is both strategic and operational, ensuring customers adopt ProManage’s hyperlocal marketing and AI-driven solutions (such as Merlin, Midas, Monitor, and Marvel), maximize ROI, and expand their partnership with us.

Key Responsibilities

• Oversee engagement across all assigned customers, driving adoption, retention, and expansion.
• Build and maintain strong executive relationships with key stakeholders/customers to position ProManage as a strategic partner.
• Partner with Sales, Product, and Marketing to identify growth opportunities and customer feedback loops.
• Support customers in their digital transformation journey with AI-powered solutions (Merlin & Midas).
• Own renewal and expansion targets for the customer base. (Upsell & Cross Selling)
• Ensure delivery of quarterly in-person business reviews (QBRs) and customer impact reports.
• Ability to travel 15% to meet customers across major cities in India.

Required Qualifications

• 4+ years of experience in Customer Success, Account Management, or related roles.
• Strong track record of driving retention and revenue growth in SaaS, marketing technology, or AI solutions.
• Excellent stakeholder management, negotiation, and communication skills.
• Proven experience in managing teams and scaling customer success functions.
• A customer-first mindset with the ability to solve problems effectively.
• Excellent communication and interpersonal skills.
• Ability to manage multiple clients and tasks in a fast-paced environment.

Preferred Qualifications

• Experience in AI, martech, or hyperlocal marketing platforms.