Customer Success Manager (IC Role)

Role: Customer Success Manager (CSM - IC Role)

Experience: 2 5 Years

Location: Pune (Baner)

Department: Customer Success

Role Overview

We are looking for a performance-driven Customer Success Manager (CSM) who will beresponsible for driving Retention Adoption Engagement Advocacy Support Excellence and Revenue Growth across assigned ideal candidate will own the complete post-sales lifecycle from onboarding and productadoption to renewals expansion and advocacy ensuring measurable business outcomes forcustomers.

• Key Responsibilities
  1. Retention & Revenue Ownership
• Own Gross Revenue Retention and minimise churn.
• Ensure 100% renewals before expiry.
• Conduct regular health checks and proactively mitigate risks.
• Drive structured recovery plans for at-risk accounts.
  
  2. Product Adoption & Value Realisation
• Improve the Adoption Health Score across accounts.
• Drive active usage of LIMS Inventory and key modules.
• Enable customers through structured training and best practices.
• Partner with Product & Engineering to resolve recurring gaps.
  
  3. Client Engagement & Relationship Management
• Maintain disciplined engagement cadence (MBR/QBR).
• Lead executive-level QBRs with decision-makers.
• Expand multi-threaded stakeholder relationships.
• Conduct strategic site visits for high-value accounts.
  
  4. Advocacy & Customer Marketing
• Capture structured feedback and testimonials.
• Drive case studies G2 reviews and referrals.
• Convert satisfied clients into brand advocates.
• Identify cross-sell opportunities.
  
  5. Support & SLA Governance
• Ensure strict SLA adherence and ticket ownership.
• Maintain clear communication and closure confirmation.
• Align ticket closures with CSAT goals.
• Act as an escalation bridge between the client and internal teams.
  
  6. Growth & Expansion
• Drive MRR growth through upsell & cross-sell.
• Identify expansion opportunities within accounts.
• Convert delivered value into measurable revenue growth.
  
  Job Specifications
• 2 years of experience in Customer Success / Account Management / SaaS.
• Proven track record in retention renewals and revenue expansion.
• Strong analytical skills ability to interpret data health scores and customer insights.
• Excellent communication and stakeholder management skills.
• Experience handling customer escalations professionally.
• Organised process-oriented and execution-focused.
• Proactive problem solver with an ownership mindset.
• Self-starter and collaborative team player.
• Comfortable working in shifts if required.
  
  About CrelioHealth
  CrelioHealthis a fast-growing health-tech product company delivering cloud-based LIMS RIS CRM and Inventory solutions to diagnostics labs and hospitals globally. We are building scalable systems that power modern healthcare operations.
  
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