Customer Success Manager

Job Summary:

As the Manager of Customer Success, you will lead our engagement strategy for engineering teams adopting our Engineering Excellence AI platform. Your mission is to drive platform adoption, accelerate value realization, and build a world-class enablement model that empowers engineering organizations to improve delivery performance, quality, and operational efficiency.

This role requires a blend of technical acumen, leadership, relationship management, and strategic thinkingensuring engineering teams not only use the platform, but rely on it as a cornerstone of their delivery ecosystem.

Key Responsibilities

1. Customer Relationship Management

• Serve as the first point of contact for all customer queries, issues, and workflow-related challenges.
• Build trusted relationships with customer stakeholders and end users.
• Maintain continuous communication to ensure customers feel supported, similar to a dedicated account or customer manager.

2. Customer Enablement & Training

• Ensure all customer teams and end users are thoroughly trained and enabled on the AI platform.
• Conduct onboarding sessions, refresher training, and functional walkthroughs as needed.

3. Issue Resolution

• Understand customer-reported issues and coordinate with internal teams to drive quick resolutions.
• Proactively identify potential challenges in customer workflows and help mitigate them.

4. Portfolio / Cohort Management

• Manage an assigned portfolio and customer accounts .
• Ensure each account is receiving maximum value from the platform and meeting usage expectations.

5. Platform Adoption & Usage Analytics

• Regularly track and analyse customer usage metrics to ensure adoption, engagement, and continuous improvement.
• Identify gaps, areas of low usage, or product-underutilization and take corrective action through engagement strategies.

Required Skills & Qualifications

• 812+ years of experience in Customer Success, Technical Program Management (TPM), Account Management, or related customer-facing roles.
• Strong understanding of customer workflow management and SaaS platform adoption.
• Excellent communication and relationship-building skills.
• Ability to analyse platform usage data and drive adoption initiatives.
• Proactive problem solver with a customer-first mindset.