About the role

Confidential search for a Customer Success Manager to drive outcomes in customer outcomes, support quality, and retention. This full-time on-site role in Surat is managed by a recruiting agency on behalf of a private employer.

You will own measurable results in customer outcomes, support quality, and retention, partner closely with cross-functional stakeholders, and raise the quality bar for how the team delivers.

Category: Customer Success, Support & CX · Employment type: Full-time · Work mode: On-site (Surat, Gujarat) · Experience: 3–7 years

The hiring organisation remains confidential. Applications are reviewed by the recruiting agency managing this search.

Key responsibilities

• Resolve or prevent customer issues within SLA while protecting CSAT / NPS
• Document knowledge, escalate with context, and drive recurring-issue fixes
• Partner with product and engineering on insights from the front line
• Own retention, adoption, or expansion motions where the role requires it
• Coach juniors and contribute to quality calibration

Required qualifications

• Excellent English communication; additional Indian languages are a plus
• Experience with CRM / ticketing tools and metrics-driven CX environments
• Empathy, patience, and structured problem solving
• Shift flexibility where the role requires coverage windows
• Ability to write clear customer-facing and internal notes

Preferred qualifications

• SaaS customer success or technical support background
• Prior BPO / CX leadership experience
• Basic technical troubleshooting for product issues

Benefits and perks

• Competitive annual CTC with performance-linked variable pay
• Provident Fund and gratuity as per Indian labour law
• Medical insurance for self and eligible dependents
• Learning and certification budget with manager approval
• Standard office working hours in IST at the Surat workplace
• Paid time off, public holidays, and parental leave policies
• Structured leveling, transparent feedback, and internal mobility

Location and working hours

This is an on-site role based in Surat, Gujarat, India. Day-to-day collaboration runs during standard IST office hours at the Surat workplace.

Hiring process

Expect a structured process: recruiter screen, role-fit or technical interview, hiring-manager deep dive, and a final leadership conversation. We aim to move qualified candidates from first conversation to offer within three to four weeks.

Apply through WePlacement with an up-to-date resume. Shortlisted candidates will be contacted by the recruiting agency managing this confidential search.