Project Manager - Customer Success

Job Description

Role – Project Manager - Customer Success

Department – Engineering and Development

About Us:

Prudent is a Composite Insurance Broker regulated by the Insurance Regulatory and Development Authority of India (IRDAI) and headquartered in Mumbai, India. Prudent is one of the leading insurance brokers in the country.

We specialize in building long-term relationships and instilling confidence in our partners. As a partner-focused organization, we are committed to delivering best-in-class insurance solutions and services tailored to meet the diverse needs of our clients.

Recognized as:

• Great Place to Work – 2024,2025 and 2026 - This achievement reflects our unwavering commitment to a workplace where innovation, collaboration, and success go hand in hand; thanks to each Prudent family member for being the driving force behind our success.
• One of 𝗜𝗻𝗱𝗶𝗮’𝘀 𝗧𝗼𝗽 𝟭𝟬𝟬 𝗕𝗲𝘀𝘁 𝗪𝗼𝗿𝗸𝗽𝗹𝗮𝗰𝗲𝘀 𝗳𝗼𝗿 𝗪𝗼𝗺𝗲𝗻 𝟮𝟬𝟮𝟱! This honour reflects our unwavering commitment to fostering a culture where every woman can thrive and shine, and every voice is heard. Together, we’re building a future of 𝗴𝗿𝗼𝘄𝘁𝗵, 𝗲𝗾𝘂𝗮𝗹𝗶𝘁𝘆, and 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 for all team members!!

Job title - Project Manager - Customer Success

Reporting To - VP - Engineering and Development

Branch - Gurugram

Job Summary/About the Role - As a Project Manager – Customer Success, you will be responsible for managing customer support initiatives across multiple verticals, including learning & development and product training. This is a junior-to-mid management role, ideal for professionals with 4–6 years of experience in customer success, support operations, or training project management.

You will oversee the planning and execution of customer-facing projects, ensuring that support processes are scalable, training programs are impactful, and customer satisfaction metrics are consistently achieved. You’ll act as the bridge between customers, internal teams, and leadership—driving accountability, efficiency, and continuous improvement.

Required Qualifications - Bachelor’s Degree

Required Experience and Skills

• Experience in Insurtech, Fintech, or SaaS industries.
• Exposure to customer success platforms (e.g., Jira Service Management, Freshdesk, Salesforce Service Cloud).
• Knowledge of digital training tools and e-learning platforms
• 4–6 years of experience in customer success, support operations, or training project management.
• Strong understanding of customer support processes and metrics.
• Experience managing cross-functional projects involving L&D and product training.
• Familiarity with project management tools (e.g., Jira, Trello, Confluence).
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to thrive in a fast-paced, customer-first environment.

Key Responsibilities

Customer Support Management

• Oversee customer support operations across multiple verticals.
• Ensure timely resolution of customer queries and escalations.
• Monitor and improve support KPIs such as response time, resolution time, and CSAT.

Learning & Development

• Collaborate with L&D teams to design and deliver training programs for customers and internal staff.
• Track training effectiveness through feedback scores and adoption metrics.
• Ensure training aligns with product updates and evolving customer needs.

Product Training & Adoption

• Develop and manage product training initiatives to drive customer adoption.
• Partner with Product and Engineering teams to translate technical updates into customer-friendly training materials.
• Measure training impact through adoption rates, usage analytics, and customer feedback.

Project Execution

• Lead end-to-end execution of customer success projects, from scoping to delivery.
• Define timelines, deliverables, and success metrics for each initiative.
• Manage risks, dependencies, and resources across projects.

Metrics & Reporting

• Track and report on key customer success metrics, including:
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Response Time (FRT)
• Resolution Time
• Training Completion & Adoption Rates
• Present insights and recommendations to leadership for continuous improvement.