Customer Success Manager

Job Description

About Keka: Keka isnt just an HR platform. Were a movement. For 8 years, weve been quietly revolutionizing the way companies treat their people by building an employee-centric platform loved by over 8,500 businesses worldwide. Why? Because our passion and customer love are contagious. We thrive on open communication, learning from failures, and pushing boundaries. This culture of innovation empowers everyone, regardless of role, to contribute to Kekas success. In November 2022, that dedication paid off: we secured Indias largest Series A SaaS funding, a whopping $57 million from WestBridge Capital. Now, were poised for explosive growth, and we need you to help us tell our story and lead our marketing team to the next level. Role Overview: As a Customer Success Manager (CSM), you will be the key driver of customer satisfaction, retention, and growth for our clients in the USA. Your primary goal is to ensure that customers derive maximum value from our HRMS platform, leading to increased product adoption, long-term loyalty, and a reduction in churn. Through proactive engagement, strategic account management, and deep product knowledge, you will work to build strong, lasting relationships with customers. You will be responsible for guiding clients through their entire journey, from onboarding to renewal, while identifying opportunities for growth and ensuring any risks to customer retention are addressed before they become issues. Your eEorts will directly contribute to reducing churn, driving customer satisfaction, and expanding the overall footprint of the business. Key Responsibilities: Customer Relationship & Engagement: Build and maintain strong, lasting relationships with key client stakeholders, ensuring that they see continuous value from our HRMS platform. Act as the customer s trusted advisor, understanding their business needs, pain points, and goals of growth to ensure our platform aligns with their success metrics. Onboarding & Product Adoption: Guide clients through a smooth and successful onboarding process, ensuring they understand and are equipped to use the HRMS platform to its fullest potential. Drive product adoption by proactively educating clients on new features and capabilities that can deliver value to their business based on understanding their road map. Health Check Calls & Business Reviews: Regularly conduct health check calls (cadences) and Quarterly Business Reviews (QBRs) to assess client satisfaction, identify risks, and ensure successful product usage. Use data and feedback to identify opportunities to deepen customer engagement and resolve any issues proactively. Churn Prevention & Retention: Actively monitor customer health metrics (e.g., usage, satisfaction, NPS) and identify signs of dissatisfaction or potential churn risks. Engage and identify at-risk clients early to address concerns, resolve issues, and guide them toward success to prevent churn and ensure long-term retention. Upselling & Account Growth: Identify upsell and cross-sell opportunities based on client needs, usage patterns, and business goals, G2 reviews. Collaborate with the sales team to develop tailored strategies that meet the needs of existing clients, driving growth within your assigned portfolio. Customer Advocacy: Champion the voice of the customer within the organization, providing feedback to product, sales, and support teams to enhance the overall customer experience. Work with the customer marketing team to create customer success stories, testimonials, and case studies that highlight the impact of our solutions. Collaboration & Reporting: Work cross-functionally with Sales, Product, and Support teams to ensure a seamless customer experience. Maintain accurate records of customer interactions and key performance metrics in CRM systems (e.g., HubSpot, Salesforce), providing regular updates to leadership on customer health, retention, and growth. Qualifications: Experience: Minimum 1 year of experience in a Customer Success, Account Management, or similar role, preferably in a SaaS, HRMS, or DaaS Exceptional written and verbal communication skills with the ability to engage with and influence key stakeholders. Proven experience in managing customer relationships and handling proactive outreach such as health check calls and business reviews. A strong focus on retention and churn prevention, with a track record of identifying and addressing customer risks early. Upselling & Growth: Ability to identify and execute upsell and cross-sell opportunities within existing accounts. Comfortable with HRMS platforms and SaaS products; ability to quickly learn new software tools. Familiarity with payroll systems and HRMS solutions is a plus but not mandatory. Ability to work with US-based clients, requiring occasional overlap with North American business hours (late evening/early morning shifts). Familiarity with HRMS products and services, including payroll, benefits, and talent management solutions would be an added advantage. Experience with CRM tools (e.g. HubSpot). Ability to analyze customer data and generate actionable insights to improve customer satisfaction and retention. Strong problem-solving skills and a proactive, customer-first mindset. Preferred Skills: Familiarity with HRMS products and services, including payroll, benefits, and talent management solutions would be an added advantage. Experience with CRM tools (e.g. HubSpot). Ability to analyze customer data and generate actionable insights to improve customer satisfaction and retention. Strong problem-solving skills and a proactive, customer-first mindset.