Technical Client Success Manager

COMPENSATION DETAILS

• Salary: 7 - 9 LPA
• ESOPs: To be decided post 1 year of employment
• Probation: 6 months with full benefits (Remote)
• Joining Date: 1st June
• Location: Bangalore (Hybrid)

The role will be remote during the probation period (6 Months). Post that, wed prefer you to be based in Bangalore with hybrid work, but not mandatory.

COMPANY DESCRIPTION

Warden is an early-stage B2B SaaS startup, but not the boring kind. We're nimble and growing fast in the Shared Living space, where we help Coliving & Student Housing operators to automate and manage their properties.

Our two-part product includes a complex admin panel for property management and a streamlined resident app, impacting thousands of residents' daily experiences.

We believe in taking our clients from chaos to clarity and helping them scale their portfolio.

ROLE DESCRIPTION

As a Technical Client Success Manager, you will own the end-to-end post-sales experience for a portfolio of 515 strategic B2B accounts across India, UAE, and Singapore.

You are the bridge between our clients and our product.

Equal parts trusted advisor, product expert, and client advocate.

This is not a support ticket role. This is a high-ownership, high-visibility position where you are expected to deeply understand how each client operates, proactively surface issues before they become escalations, and channel structured client feedback into our product roadmap.

You will not carry a revenue quota. Your success is measured by client health, product adoption, and the quality of feedback loops you create between clients and our product team.

KEY RESPONSIBILITIES

Client Relationships

• Serve as the primary POC for all product-related queries across your accounts
• Build deep, trust-based relationships with stakeholders, from managers to C-suite
• Conduct regular check-ins (QBRs) tailored to each account's maturity and complexity

Product Support & Issue Resolution

• Triage, resolve, and own L1/L2 support queries from clients
• Identify recurring issues and escalate L3 bugs with clear steps and context
• Maintain zero ambiguity on issue status so clients never chase you for updates

Feature Requests & Product Feedback

• Run feedback sessions with clients to surface unmet needs and workflow gaps
• Translate requirements into clear, prioritised product inputs for the team
• Manage expectations on feature timelines honestly and proactively

Onboarding & Implementation

• Own the onboarding experience for new clients from contract sign to go-live
• Configure the platform to match each client's operational workflows
• Train key users and administrators; build client-side champions

Client Health & Adoption

• Track and report on product adoption metrics per account
• Proactively identify accounts showing low engagement or early churn signals
• Build and execute account-specific success plans

QUALIFICATIONS

Experience

• 34 years in a high-touch client-facing B2B SaaS Role, preferable vertical SaaS.
• Previous Role in CSM, Implementation, Technical Support, or Product Consultant
• Demonstrated experience with B2B enterprise or mid-market clients
• PropTech, Real Estate, Hospitality, or Housing platforms exposure is preferred.
• Experience managing clients across India, the Middle East, or SEA is a plus

Technical Skills

• Understands API integrations, data flows, & system configurations
• Communicate technical configurations to non-technical professionals.
• Interpret logs, identify integration failures, & communicate them clearly to engineering
• Experience with CRM and tools such as Slack, Asana, Zohodesk, or Freshdesk
• Proficient in Excel or Google Sheets for account tracking and reporting

Soft Skills

• Exceptionally clear communicator, written and verbal, across all seniority levels
• A high ownership mindset where you treat client problems as your own
• Strongly structured thinking to document, follow up, and close loops
• Comfortable with ambiguity in an ever-changing product environment

WHAT THIS ROLE IS NOT

• This is not a quota-carrying role. You will not own renewals, upsells, or commercial negotiations; all of that stays with our Sales and Founders.
• This is not a pure support role; you are expected to be proactive, strategic, and present in product conversations.
• This is not a junior role; you will represent our company in front of senior client stakeholders and are expected to operate with high autonomy.

TO APPLY, SUBMIT YOUR APPLICATION: https://forms.gle/FMReiBDGVdDPvJySA