Customer Success Manager
- Bangalore
About us
Serein is one of the fastest-growing companies in the e-learning space. Over 500 organizations across 35 countries use our solutions to train employees and leaders, helping them build safer workplaces, collaborate better, and boost productivity.
We are on a mission to make learning at work simple, impactful, and human.
For more information visit serein.inc
Responsibilities
Client relationship management
- Act as the primary point of contact for a portfolio of clients, ensuring ongoing engagement and satisfaction.
- Build trusted advisor relationships by understanding client needs, goals, and challenges.
- Conduct regular check-ins, business reviews, and feedback sessions with clients.
Onboarding & Adoption
- Support smooth onboarding of new clients, ensuring proper setup and adoption of solutions.
- Drive product/solution adoption by training client stakeholders and enabling best practices.
Account Growth & Retention
- Identify upsell/cross-sell opportunities by aligning solutions to client needs.
- Proactively manage client health to reduce churn and drive renewals.
- Proactively collaborate with Sales, Marketing, and Product teams to ensure client success and account growth.
Customer Advocacy & Feedback
- Gather client feedback and share insights with internal teams to enhance product and service offerings.
- Identify case studies, testimonials, and advocacy opportunities to showcase client success.
Operational Excellence
- Maintain accurate records of client interactions, renewals, and opportunities in CRM tools.
- Monitor customer success metrics (engagement, adoption, renewal rates, NPS) and take proactive actions.
You have
- 5–8 years of experience in Customer Success / Account Management / Client Engagement, preferably in B2B SaaS, consulting, or technology services.
- Strong communication, relationship-building, and stakeholder management skills.
- Proven track record of driving customer retention, renewals, and upsell opportunities.
- Problem-solving mindset with the ability to manage multiple client accounts simultaneously.
- Curiousity and are highly enthusiastic about working with cross functional teams to gain an in-depth understanding of our service offerings.
- Experience with CRM/CS tools (Salesforce, HubSpot, Gainsight, Zoho, etc.) is a plus.
- Ability to work cross-functionally with Sales, Marketing, and Product teams
Key attributes
- Customer-centric mindset with a passion for delivering value.
- Strong ownership and accountability.
- Strategic thinker with the ability to execute operationally.
- Comfortable in fast-paced and evolving environments.
Why should you join us?
Joining our team means you will have the opportunity to work on meaningful and impactful projects, contribute to shaping a culture of safety, inclusion and belonging, and grow your career within a dynamic and forward-thinking organisation. If you are a dedicated and experienced professional with a commitment to promoting safe and inclusive workplaces, we encourage you to apply. Please submit your resume, a cover letter outlining your relevant experience.
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