Innoviti- Customer Success Manager

YOE-

7+ years

Company Profile-

<https://innoviti.com/>

Location-

Bengaluru- Diamond District, Tower D, 7th Floor

Work Mode-

6 Days from Office

Shift-

9:30 AM to 6:30 PM

Role Overview

We are looking for a Customer Success Manager to drive client retention, account growth, and customer satisfaction for our SaaS-based solutions. The ideal candidate will have strong experience in managing large B2B retail clients, ensuring product adoption, and identifying opportunities for upselling and cross-selling.

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Key Responsibilities

1. Manage and nurture relationships with enterprise / large B2B retail customers
2. Ensure high customer retention and satisfaction (CSAT)
3. Drive account growth through upselling and cross-selling opportunities
4. Act as a trusted advisor by understanding customer business needs and aligning product solutions
5. Monitor customer health metrics and proactively address risks
6. Collaborate with internal teams (Sales, Product, Support) to enhance customer experience
7. Handle customer onboarding, training, and product adoption initiatives
8. Maintain and analyze customer data using advanced Excel skills
9. Provide regular reports on customer performance, renewals, and revenue growth
10. Manage escalations and ensure timely resolution

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Key Requirements

Experience

7+ years in Customer Success / Account Management

Mandatory Background

• SaaS / PaaS / Billing Software / Retail Software / Hospital Software companies only
• Proven experience in

Customer Retention & Farming

Upselling & Cross-selling

B2B Customer Relationship Management

• Consultative Selling approach
• Strong exposure to handling large retail / merchant clients
• Excellent communication and stakeholder management skills
• Advanced Excel skills (mandatory) – data analysis, reporting, dashboards

Stability

• Minimum 2 years tenure in current and previous organizations
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Preferred Skills

• Experience in Retail / Merchant ecosystem
• Strong analytical and problem-solving mindset
• Ability to work in a fast-paced, target-driven environment
• Experience with CRM tools (Salesforce, Zoho, HubSpot, etc.)
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What Success Looks Like

• High customer retention rate
• Increased account revenue (upsell & cross-sell)
• Strong customer engagement and satisfaction scores
• Effective data-driven decision making