Customer Success Manager (IC Role)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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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Required Experience:
Manager
About Company
CrelioHealth offers Lab Software trusted by laboratories for streamlined operations. Boost lab productivity with our cutting-edge Lab Software Solutions.
