Customer Success Manager

Job Title: Customer Success Manager
Location: Remote (India)
Employment Type: Full-time
Timings: 6:30am to 3:30am IST
Overview
We are seeking an experienced Customer Success Manager / Account Manager to manage a portfolio of customers using our Payroll and HR software for the construction industry. This role is responsible for driving customer satisfaction, product adoption, renewals, and account growth while serving as a trusted advisor to key stakeholders.
Key Responsibilities
Manage a portfolio of customer accounts, building strong relationships with HR, Payroll, Finance, and Operations leaders.
Drive customer success through onboarding, adoption, business reviews, and strategic guidance.
Own customer retention, renewals, and identify upsell and cross-sell opportunities.
Develop account growth plans aligned with customer business goals.
Partner with Product, Support, and Implementation teams to resolve issues and improve the customer experience.
Provide consultative guidance on payroll, HR, workforce management, and compliance best practices.
Gather customer feedback and advocate for product enhancements.
Qualifications
5+ years of experience in Customer Success, Account Management, or SaaS client relationship management.
Demonstrated success managing customer portfolios, renewals, and revenue growth.
Strong executive communication, presentation, and relationship-building skills.
Experience with CRM platforms such as Salesforce or HubSpot.
Experience with Payroll, HRIS, HCM, or Workforce Management software is highly preferred.
Construction industry experience or knowledge of construction payroll and labor compliance is a plus.
Success Measures
Customer retention and renewal rates
Net Revenue Retention (NRR) and expansion revenue
Product adoption and customer health
Customer Satisfaction (CSAT)
Churn reduction

Work arrangement
No