Customer Success Manager

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Founded in 2005, we now have 250 employees.

Position summary:

Pillai Apps is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. This role is fully remote within India. You will need a stable internet connection and a backup power source (UPS or inverter).

In this role you will:

• Build success plans with measurable goals for each account.
• Flag expansion opportunities to the account executive or account manager.
• Escalate product bugs and feature requests through Jira with clear context.
• Lead kickoff calls and onboarding plans with new customers.
• Create help centre articles when the same question keeps coming up.
• Own a portfolio of 30 to 50 accounts and their overall health.

Minimum qualifications:

• 3+ years in customer success, account management or implementation at a SaaS company.
• Able to learn a technical product and explain it in plain terms.
• Calm under pressure when a customer is angry.
• Bachelor's degree or equivalent experience.
• Comfortable presenting to directors and VPs.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.

Nice to have:

• Experience with usage-based pricing.
• Background in healthcare, logistics or financial services customers.
• Prior implementation or onboarding role.

₹9,00,000 - ₹10,50,000 pa

What we offer:

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Flexible hours.
• Learning budget.
• Meal coupons.
• Group term life insurance.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Pillai Apps.