Customer Success Manager

Innovapptive

7 - 12 years

17 - 19 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

supply chain mining sap project management management consulting scheduling customer engagement information technology monitoring crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Serve as the primary post-go-live contact and trusted advisor for a portfolio of large enterprise customers.
Lead customer success planning, adoption strategies, and value realization initiatives aligned with each customer s strategic goals.
Act as a strategic partner with Sales, Professional Services, and Support to drive account growth, renewals, and expansion opportunities.
Engage in technical discussions with both customer stakeholders and internal cross-functional teams (Product, Engineering, Support) to ensure alignment on solution adoption and roadmap.
Monitor customer health metrics, usage patterns, and adoption KPIs; proactively address risks and declining trends with data-driven insights.
Define, implement, and refine customer success strategies, executive engagement cadences, and governance models.
Facilitate Executive Business Reviews (QBRs, MBRs) to showcase adoption progress, ROI realization, and strategic roadmap alignment.
Collaborate with Product & Innovation teams by providing structured customer feedback, feature enhancement suggestions, and customer insights for roadmap development.
Lead contract renewals, pricing adjustments, and amendments to ensure continued value realization for both Innovapptive and the customer.
Drive customer advocacy initiatives, including case studies, testimonials, and customer reference activities.
Maintain accurate account data, engagement notes, and customer success plans in Innovapptive s CRM and Customer Success Platforms.
Identify and capitalize on revenue opportunities, including training, certification, and module expansion initiatives.

Key Success Metrics :

Gross and Net Customer Churn rates
Adoption growth and active usage metrics across accounts
Renewal and Expansion Revenue Targets
Customer Effort Scores (CES) and Net Promoter Scores (NPS)
Customer engagement in advocacy programs
Value realization and financial impact for customers

What You Bring to The Team

Bachelor s Degree in Engineering, Computer Science, Information Technology, or equivalent. An MBA or advanced degree is a strong plus.
7+ years of total professional experience, with a minimum of 4 years in a Customer Success Manager role for enterprise SaaS products; prior experience in project management, consulting, or similar customer-facing roles is highly desirable.
Proven experience managing large, complex enterprise accounts across multiple geographies and business units.
Strong capability to lead strategic and technical discussions with senior customer stakeholders and internal technical teams.
Demonstrated success in driving customer adoption, delivering measurable value realization, and managing renewals and expansions within enterprise accounts.
Excellent communication, stakeholder management, and executive engagement skills.
Proficiency in customer success platforms, CRM tools, success planning methodologies, and governance frameworks.
Proven ability to influence cross-functional teams and advocate for customer needs within a complex organizational environment.

Why Join Innovapptive

Be part of a global leader in Connected Worker technology
Lead impactful digital transformation initiatives with Fortune 500 companies
Thrive in a high-growth, customer-centric environment
Competitive compensation, comprehensive benefits, and clear career growth opportunities

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