Customer Success Manager

Customer Success Manager ## Company Overview We are Cartesian, a 15-year-old analytics firm dedicated to helping some of the largest brands worldwide unlock unprecedented value from their data. Recently, we ventured into the SaaS industry with our flagship product, **SOLUS AI**, a System of Intelligence that enables brands to make micro-decisions for personalized customer communication. Recognized for innovation, SOLUS AI was inducted into the 2021 cohort of the NASSCOM Deeptech Club and ranked among the top 25 in the TMW100 list in the Product innovation category. Our company culture emphasizes ownership, growth, and a passion for exploration, valuing our people, processes, clients, and their development. ## Job Summary The **Customer Success Manager** will lead the customer success, retention, and expansion efforts for SOLUS AI. This role is pivotal in ensuring clients derive maximum value from the product, fostering strong relationships, and achieving revenue growth through upselling and renewals. The ideal candidate will act as the voice of the customer internally, drive product adoption, and proactively mitigate churn risks, contributing directly to the company's growth and customer satisfaction. ## Responsibilities - Own **Annual Recurring Revenue (ARR)** and customer success targets for SOLUS AI. - Identify **Customer Success Enablers** and establish best practices to optimize client engagement. - Drive comprehensive **product module adoption** across all client accounts. - Manage **all customer interactions**, serving as the primary point of contact and voice of the customer to internal teams. - Lead the **customer success team** to build stronger client relationships, ensure quick resolutions, and improve product adoption and retention. - Drive **high customer satisfaction** by owning **Client Net Promoter Score (NPS)** and ensuring clients realize value from SOLUS AI. - Utilize **product data analytics** to identify accounts at risk of underutilization or churn and proactively address these issues. - Oversee **commercial tracking** and **revenue expansion** opportunities within existing accounts. ## Qualifications - **2-4 years** of experience working with clients supporting a **CRM/SaaS product**. - Experience in **product tech consulting** or **product delivery setup**. - Proven ability to **manage customer engagements** from onboarding to ongoing support, ensuring high satisfaction. - Strong understanding of **product efficiencies**, **metrics ownership**, and **portfolio retention**. - Knowledge of **product development components**, including **roadmaps** and **product boundaries**. - Ability to **align technical concepts** and features with **business needs**. - Educational qualifications: **B.E./B.Tech** and **MBA**. ## Preferred Skills - Experience working closely with **Sales, Product Development, and Tech Support** teams. - Strong **communication and interpersonal skills**. - Analytical mindset with the ability to interpret **product data**. - Passion for **new technologies** and continuous learning. - Leadership qualities to **manage and motivate** a customer success team. ## Experience - **2-4 years** of relevant experience in client management within SaaS or CRM environments. - Demonstrated success in **customer engagement**, **product adoption**, and **revenue growth**. ## Environment This role can be based **in Bangalore** or **remote**, with a flexible work environment. The position involves regular interaction with clients and internal teams, requiring excellent communication skills and the ability to work independently or collaboratively in a dynamic setting. ## Salary Not specified. ## GrowthOpportunities Opportunities for career advancement include progressing to senior customer success roles, product management, or leadership positions within the organization, aligned with individual performance and company growth. ## Benefits Not specified.