Customer Success Manager

Job Title: Customer Success Manager

Location: Bengaluru/Pune/Mumbai/Delhi

Experience: 10+ years in Managing customer across : Customer Success, Presales, Sales, Solution Consulting or Strategic Customer Engagement roles

Role Overview

As a Enterprise Customer Success Manager at Accops, you will be the strategic partner and business advisor for our most valued customers. This role demands a unique combination of Technical depth, Industry understanding, and Business strategy to identify customer use cases, drive adoption, and deliver long-term value.

You will work closely with C-level stakeholders to translate business challenges into technological outcomes, ensure successful product deployment, and lead value-based expansion conversations.

Key Responsibilities

• Drives product adoption and retention customer whilst working hand-in-hand with customer teams and internal teams.
• Act as a trusted advisor, guiding customers through technical enablement, architecture planning, and roadmap adoption.
• Own customer value delivery: Monitor business KPIs post-sales and actively drive outcomes tied to business impact.
• Drive regular Monthly governance meetings and strategic EBRs with data-driven insights to reinforce ROI and identify upsell/cross-sell opportunities.
• Collaborate with Product, Sales, Professional Services and Engineering to ensure customer feedback influences roadmap and execution.
• Lead business case development and solution storytelling tailored to each customers strategic goals.
• Champion customer advocacy by identifying case study, reference, and speaking opportunities.
• Partner with customer executives to uncover strategic business use cases across industries (IT/ITeS, BFSI, Government, Healthcare, Manufacturing, etc.) and align them with Accops solutions.

Requirements

• 10+ years of experience in Customer Success, Presales, Sales, Solution Consulting or Strategic Customer Engagement roles in Technology companies (VDI, Cybersecurity, or IT Infrastructure domains preferred)
• Proven track record of aligning complex Technical solutions with tangible business outcomes
• Strong executive presence with the ability to influence Senior Customer Executives and lead cross-functional alignment
• Deep understanding of industry-specific IT challenges and digital transformation trends
• Self-starter with an ownership mindset and high accountability for customer success and growth
• Strong analytical skills; ability to translate usage data and feedback into actionable strategies
• Excellent communication, storytelling, and negotiation skills

Preferred Qualifications

• Background in IT Security, VDI (Citrix, Accops, vmware,Omnissa) , or Secure Access technologies (Zero-Trust)
• Experience Managing enterprise or strategic customer portfolios in an Individual contributor capacity
• MBA or equivalent experience in business strategy is a plus