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Job Title: Manager – Customer Success & Account Management
Industry: B2B SaaS / HR Technology
Experience: 8–12 Years
Employment Type: Full-Time
Location: Noida / Hybrid
We are looking for a Manager – Customer Success & Account Management to manage enterprise client relationships, drive SaaS product adoption, maintain account health, and lead customer success operations. The ideal candidate will have strong experience in client relationship management, SaaS account management, customer retention, escalation management, stakeholder management, team leadership, and portfolio management.
Key Responsibilities- Manage a portfolio of enterprise client accounts and ensure successful utilization of SaaS solutions.
- Build and maintain strong client relationships through proactive communication and ongoing account engagement.
- Drive customer success, product adoption, account optimization, and customer satisfaction.
- Monitor account health and identify opportunities to improve client engagement and platform utilization.
- Manage and resolve customer escalations, coordinating with internal technical and support teams when required.
- Lead and supervise a Customer Success / Account Management team responsible for client servicing.
- Oversee client portfolios valued at approximately $200,000 while supporting customer retention and satisfaction.
- Collaborate with Product, Support, and Sales teams to improve customer experience and resolve client issues.
- Support enterprise clients in improving SaaS platform usage and operational efficiency.
- Identify process gaps and contribute to process improvement initiatives.
- Provide guidance, mentoring, and operational support to team members.
- Maintain high standards of customer support, service quality, and team operations.
- Manage multiple client accounts while ensuring timely resolution of issues and effective stakeholder communication.
- 8 years of experience in Customer Success, Account Management, Client Relationship Management, or SaaS Support.
- Strong experience managing enterprise client accounts and client portfolios.
- Hands-on experience with B2B SaaS / SaaS platforms.
- Strong understanding of Customer Success and Product Adoption.
- Experience with Customer Retention and Account Optimization.
- Strong Escalation Management and problem-solving skills.
- Excellent Stakeholder Management and Client Communication skills.
- Experience in Team Leadership, Team Operations, and mentoring.
- Experience collaborating with Product, Support, Sales, and technical teams.
- Strong understanding of CRM and SaaS platforms.
- Ability to identify opportunities for Process Improvement and operational efficiency.
- Strong customer-focused approach with a proven ability to maintain long-term client relationships.
- Experience managing 50 client accounts.
- Experience supporting enterprise-level customers.
- Experience managing high-value client portfolios.
- Experience in HR Tech / Recruitment Technology / Staffing SaaS.
- Experience handling complex customer escalations.
- Experience in customer-facing SaaS account management environments.
Ceipal is a global AI-powered staffing and talent management software company that provides end-to-end solutions for recruiting, hiring, and workforce management. It is widely used by staffing firms, corporate HR teams, healthcare recruiters, and MSPs to streamline the entire hiring lifecycle.
CEIPAL DISCLAIMER:
Recruit, screen, interview, hire, and assign its employees ("Assigned Employees") to perform the type of work described on Staffing Agreement under CLIENT's supervision at the locations specified on Staffing Agreement and will, as the common law employer of Assigned Employees, be responsible for the following;
Salary : $60 - $80