Senior Customer Success Manager

About us:

Dell, HP and Lenovo hardware is sold and supported for schools and local governments, as it has been since 2001. Our technicians handle onsite and remote support for medical offices, accounting firms and manufacturers on fixed monthly contracts. We started in 2001 and have grown to about 50 people.

What this job is:

The role is new and comes from growth in our client base. Bengaluru Technology Group is hiring a CSM for the Onboarding segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote within India. The team meets in Bengaluru once a quarter, travel covered. Hours are flexible, with one short team call each morning. You will need a stable internet connection and a backup power source (UPS or inverter).

In your first few months you will:

Lead kickoff calls and onboarding plans with new customers. Monitor usage and health scores in Gainsight and act on red flags. Recruit happy customers for references and case studies. Coordinate with support on open tickets for your accounts. Flag expansion opportunities to the account executive or account manager. Escalate product bugs and feature requests through Jira with clear context.

What you bring:

Comfortable presenting to directors and VPs. Calm under pressure when a customer is angry. Working knowledge of Salesforce. Familiar with Gainsight, ChurnZero, Totango or a similar CS platform. Travel up to 15%. Organised across many accounts at once.

Preferred:

Experience with usage-based pricing.

What you get:

Rate: ₹13,00,000 - ₹15,00,000 pa

Health insurance for you and your family. Provident fund. Paid leave. Flexible hours.

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Bengaluru Technology Group.