Customer Success Account Manager

Ovii's Interpretation of the Role

The Customer Success Account Manager drives retention, renewals, and adoption for enterprise clients by owning the relationship, guiding onboarding, and coordinating cross‑functional teams. The role balances strategic account planning with day‑to‑day issue resolution and upsell opportunities.

Role Snapshot

• Own end‑to‑end customer relationship
• Drive renewals and license management
• Lead post‑sale onboarding
• Serve as escalation point for incidents
• Coordinate cross‑functional stakeholders

Must-Have Requirements

• Excellent communication
• Strong organizational skills
• Negotiation and commercial awareness
• Ability to work cross‑functionally
• customer‑facing role with senior stakeholders

Nice-to-Have Signals

• Project and services engagement experience
• Onboarding and implementation coordination
• Self‑starter attitude
• Process improvement mindset
• Manufacturing software background
• Salesforce or similar CRM experience
• project management
• services engagements
• onboarding coordination
• implementation coordination
• manufacturing software exposure

Work Setup

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

Not Specified in JD

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

What You'll Likely Work On

• Own the overall relationship for assigned enterprise customers, establishing cadence and success plans
• Lead post‑sale onboarding, including license provisioning and handoff from Sales
• Act as the primary escalation point for tickets, incidents, feature requests, and bug fixes
• Manage health assessments, CSAT/NPS surveys, and adoption metrics to drive retention
• Oversee renewal opportunities, license subscription processes, and AMC terms
• Coordinate billing and payment follow‑up with Finance and Accounts Receivable
• Identify and pursue upsell, cross‑sell, and services expansion opportunities
• Maintain account plans, document use cases, and drive customer advocacy initiatives

Good Fit If You Have

• Enjoys solving problems and improving processes
• Thrives in fast‑paced, change‑driven environments
• Self‑starter who can work independently and collaboratively