Customer Success Manager - LT

Ovii's Interpretation of the Role

The Customer Success Manager will partner with D2C merchants to drive adoption, retention and revenue growth using product expertise, data analysis and AI‑powered workflows. You will own a portfolio of brands, guide lifecycle marketing strategies and act as the voice of the customer across product, engineering and sales teams.

Role Snapshot

• Own merchant growth & revenue outcomes
• Strategic advisor across WhatsApp, Email, SMS channels
• Data‑driven lifecycle marketing guidance
• AI‑enabled workflow automation
• Cross‑functional collaboration with product, engineering, sales

Must-Have Requirements

• Customer lifecycle management
• Conversion optimisation
• WhatsApp, Email, SMS, Push notification experience
• CRM / marketing automation platform experience
• Excel, SQL, Metabase, Looker, Power BI proficiency
• AI tool usage for workflow automation
• Strong communication and stakeholder management
• Analytical problem‑solving
• Customer Success
• Account Management
• Growth
• Retention Marketing
• SaaS
• MarTech
• FinTech
• eCommerce

Nice-to-Have Signals

• Curiosity about emerging technologies
• Learning mindset

Work Setup

• Location: Bangalore, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Travel
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Drive adoption, retention, expansion and revenue growth for a portfolio of merchants
• Act as trusted advisor on WhatsApp, Email, SMS and other engagement channels
• Identify and recommend growth opportunities across acquisition, conversion, retention and re‑activation journeys
• Conduct business reviews, translate data into actionable recommendations and measure impact
• Guide merchants on high‑impact use cases such as cart recovery, upsell, win‑back and loyalty campaigns
• Leverage AI‑driven analysis to surface trends, risks and automation opportunities
• Partner with product, engineering, sales and marketing to influence roadmap and pilot new features
• Champion an AI‑first mindset across the customer success organization

Good Fit If You Have

• Curious about emerging technologies and strong learning mindset
• Comfortable using AI tools to improve productivity and decision‑making
• Excellent communication and stakeholder‑management skills
• Strong analytical background with BI tools