Customer Success Manager
Job Summary
Job Description
As a Customer Success Manager, you will build trust and drive lasting client relationships to increase adoption, satisfaction, and retention. You will guide clients to achieve their goals by helping them get the most from the platform. This includes leading business reviews, supporting campaign strategies, and sharing helpful insights. The role involves client onboarding and training, driving product adoption, relationship management, campaign strategy and execution, collecting client feedback, and cross-functional collaboration. This position involves a minimum of 75 words of responsibilities and description.
Must have:
- Bachelor's/Master's degree in related fields.
- 2-4 years of experience in customer success/related roles.
- Understanding of SaaS platforms, APIs, and data analytics.
- Strong verbal and written communication skills in Vietnamese and English.
- Ability to analyze data to derive insights and inform strategies.
- Open-mindedness and willingness to continuously learn new skills.
Good to have:
- Proficiency in additional languages.
- Understanding of customer lifecycle, retention strategies, and campaign management.
- Post-Graduation- MBA – Marketing, PGDM, Diploma courses in Digital Marketing
Perks:
- Contribute to a product backed by 11 technology patents.
- Passion about technology and its impact on the mobile tech space.
- Power personalized engagement at scale.
- Environment that Nurtures Growth and Curiosity
9 skills required
Job Details
About the Role:
As a Customer Success Manager, build trust, understand client needs, and drive lasting relationships and success, leading to increased adoption, satisfaction, and retention. In this role you will guide clients to achieving their goals, helping them get the most from our platform. You’ll lead business reviews, support campaign strategies, and share helpful insights.
What will you do:
- Client Onboarding & Training: Guide new clients through the onboarding process, ensuring a smooth transition and understanding of platform functionalities.
- Product Adoption & Value Realization: Drive product adoption by demonstrating how our platform addresses client-specific challenges and goals.
- Relationship Management: Build and maintain strong, long-lasting client relationships by understanding their business needs and objectives. Eventually leading to upsell & cross sell of the platform.
- Campaign Strategy & Execution: Collaborate with clients to develop and execute marketing campaigns that leverage our platform's capabilities.
- Feedback & Continuous Improvement: Collect client feedback to inform product enhancements and ensure continuous improvement in service delivery.
- Cross-Functional Collaboration: Work closely with Sales, Product, and Support teams to ensure client needs are met and exceeded.
What we are looking for?
Must have:
- Bachelor’s / Master degree in Computer Science, Information Technology, Marketing, Business, or related fields.
- 2 - 4 years of experience in customer success, account management, digital marketing, or related roles
- Basic understanding of SaaS platforms and knowledge of APIs, SDKs, and data analytics tools.
- Strong verbal and written communication skills in Vietnamese and English.
- Ability to analyze data to derive insights and inform strategies.
- Open-mindedness and willingness to continuously acquire new knowledge and skills.
Good to have:
- Proficiency in additional languages (e.g., English, Mandarin) is a plus.
- Understanding of customer lifecycle, retention strategies, and campaign management.
- Post-Graduation- MBA – Marketing, PGDM, Diploma courses in Digital Marketing
Measures of Success:
- Retention Rates: Client renewal and churn rates
- Product Adoption: Depth and breadth of platform features utilized by clients.
- ROI Performance: Effectiveness of client campaigns / Engagement executed using our platform
- Client Satisfaction: Measured through Net Promoter Score, Case studies published & feedback
- Expansion: Measured through upsell & cross-sell of our platform
Who you will report to: Director - Customer Success
Why join us
- Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.
- You are passionate about technology and its impact on the high-growth mobile technology space
- Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.
- Flourish in an Environment that Nurtures Growth and Curiosity
Learn More
Get to know us better before you apply!
Check out our product documentation, blog, and customer stories to see how we work and what we value.
- Blogs
About CleverTap:
CleverTap is the leading all-in-one customer engagement platform, trusted by over 2,000 global brands—including marquee Fortune 500 companies —to deliver personalized experiences at scale. Recognized as a leader in customer engagement by Forrester and Gartner, and ranked among G2’s Top 10 Best Software Companies in India, we empower brands to build long-lasting customer relationships.
At the forefront of our innovation is Clever.AI, driving the next wave of AI-powered engagement. With Clever.AI, brands can stay ahead in a rapidly evolving market, creating deeper connections that spark loyalty and growth. Underpinning Clever.ai is TesseractDB™, our purpose-built, 11-patent data platform designed for speed and cost efficiency in customer engagement.
Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap is headquartered in San Francisco, with offices in Seattle, Toronto, Vancouver, London, São Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Gurgaon, Singapore, Ho Chi Minh City, Manila, and Jakarta.
Join us in shaping the future of engagement.
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
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