Customer Success Manager

About Position:
We are seeking a Digital Customer Success Manager (CSM) to drive customer adoption, engagement, and long-term value realization for our products. This role involves designing and executing customer success journeys, enabling customers to maximize product investments, and serving as a trusted advisor who bridges technology, analytics, AI capabilities, and customer engagement. The ideal candidate will combine strategic thinking, creativity, and data-driven decision-making to deliver impactful customer outcomes.
Role: Customer Success Manager
Location: Hyderabad
Experience: 8 to 12 years
Job Type: Full-Time Employment
What You'll Do:
Design and manage onboarding, adoption, and customer success journeys tailored to client needs and product use cases.
Partner with customers to understand business goals and demonstrate how products drive measurable value and outcomes.
Simplify and communicate complex product capabilities, including AI-driven features, into actionable customer use cases.
Execute targeted engagement programs and adoption campaigns using Gainsight CS, Marketo, Eloqua, Pardot, or similar platforms.
Analyze customer usage data, feedback, and adoption metrics to identify opportunities, close adoption gaps, and improve success strategies.
Create visually engaging and brand-aligned customer communications, presentations, and success materials.
Collaborate with Product Management, Marketing, and Support teams to advocate for customer needs, influence product improvements, and ensure effective feedback loops.
Drive customer engagement initiatives that improve product utilization, retention, and overall satisfaction.
Deliver executive-level presentations, product value stories, and success narratives to stakeholders.
Support continuous improvement initiatives related to customer success, adoption frameworks, and engagement strategies.
Expertise You'll Bring:
Bachelors or Masters degree in Business, Technology, or a related discipline.
8-12 years of experience in Customer Success, Product Marketing, Customer Engagement, or similar client-facing roles within SaaS or product-based organizations.
Strong understanding of enterprise software, digital products, and customer adoption strategies.
Experience translating AI-driven product capabilities into business value and customer outcomes.
Hands-on experience with Gainsight CS and/or marketing automation platforms such as Marketo, Eloqua, or Pardot.
Strong analytical, strategic thinking, and problem-solving capabilities with the ability to interpret data and generate actionable insights.
Excellent communication, stakeholder management, storytelling, and presentation skills.
Strong design and branding awareness with proficiency in PowerPoint and customer-facing content creation.
Experience working with customer usage analytics, adoption metrics, and engagement reporting.
Ability to collaborate effectively across Product, Marketing, Support, and Customer Success teams.
Experience with customer journey mapping, onboarding programs, retention strategies, and product adoption frameworks.
Good knowledge of creative tools such as Photoshop, Adobe Creative Cloud, Canva, and visual content development.
Experience in video editing, multimedia creation, and customer communication assets is a plus.
Passion for customer success, technology adoption, AI-enabled solutions, and driving measurable business outcomes.
Benefits:
Competitive salary and benefits package
Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
Opportunity to work with cutting-edge technologies
Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
Annual health check-ups
Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment:
Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.
We support hybrid work and flexible hours to fit diverse lifestyles.
Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment
Let's unleash your full potential at Persistent - persistent.com/careers
"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."

Work arrangement
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