Customer Success Manager

Ovii's Interpretation of the Role

Almabase seeks Customer Success Managers to own the post‑sales journey for US‑based higher‑education clients, driving onboarding, adoption, retention and expansion. The role blends relationship consulting, product training and AI‑enabled process improvement while working from the Bangalore office on a hybrid schedule.

Role Snapshot

• Own end‑to‑end post‑sales journey
• Drive onboarding, adoption and retention
• Identify up‑sell and cross‑sell opportunities
• Conduct regular business reviews and NPS collection
• Collaborate with account, marketing and product teams
• Leverage AI tools to streamline CSM processes
• Train customers via product workshops
• Maintain strong stakeholder relationships

Must-Have Requirements

• SaaS B2B customer success
• Business communication (written & verbal)
• Problem solving
• Technical & analytical aptitude
• Product knowledge
• AI tools (ChatGPT, Perplexity, Gamma, Canva, Zapier AI, N8N AI)
• Post‑sales journey ownership

Nice-to-Have Signals

• Experience with US customers
• HubSpot CRM familiarity
• Experience with customer success software
• US customer interaction
• AI tool usage

Work Setup

• Location: Bangalore, India
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Timezone: Work US EST hours (8 am‑5 pm EST)
• Employment type: Full-Time
• Shift: US EST hours

What You'll Likely Work On

• Own the full post‑sales lifecycle from onboarding through advocacy
• Serve as trusted advisor, building relationships with champions and key stakeholders
• Deliver product training and workshops to ensure customer competence
• Run regular check‑ins, quarterly business reviews and NPS surveys
• Monitor health and risk scores, create mitigation plans, and support renewals with the Account Manager
• Spot and pursue expansion, up‑sell and cross‑sell opportunities
• Provide product feedback and help shape the roadmap
• Partner with Marketing to create case studies, testimonials and referrals
• Apply AI tools to improve customer outcomes and internal CSM processes

Good Fit If You Have

• Curiosity about customer workflows and AI applications
• Ability to multitask across multiple customer portfolios
• Genuine empathy for customer challenges