DevOps Engineer | SDE - 1 | SDE  - 2

Role: Customer Success Manager

Function: Customer Success

Location: Gurgaon

Type: Full-time

Compensation: Competitive compensation package with performance-based incentives

Industry: HR Technology, SaaS

About Company

The company is a global HR platform that simplifies international hiring and workforce management. The company serves as an Employer of Record (EOR), legally employing international hires on behalf of client companies across 140+ countries.

The company enables businesses to hire, onboard, manage, and pay employees through a centralized system. The company offers a fast-paced startup environment that prioritizes customer needs and values transparency, compliance, and trust.

Position Overview

We're seeking a Customer Success Manager to drive client satisfaction and growth within our global HR platform. You'll be the primary point of contact for our clients, ensuring they maximize value from our EOR services while expanding their international teams. This role combines relationship management, strategic consultation, and operational excellence to deliver exceptional customer experiences.

Role & Responsibilities

• Manage a portfolio of client accounts using Salesforce CRM, serving as their primary strategic advisor for global hiring initiatives
• Handle high-volume customer support operations, processing 500+ monthly support tickets while maintaining quality standards
• Drive customer onboarding and lifecycle management through HubSpot for platforms serving 10,000+ active clients
• Monitor client health metrics in Salesforce, identify expansion opportunities, and execute upselling strategies to grow account revenue
• Collaborate with internal teams including legal, payroll, and compliance to resolve client issues and optimize service delivery
• Conduct regular business reviews with clients to assess performance, gather feedback, and align on strategic objectives
• Create automated workflows in HubSpot and maintain accurate client data in Salesforce for large-scale customer operations

Must Have Criteria

• 3-6 years of experience in customer success, account management, or client relationship management roles
• Proven experience managing high-volume customer operations with 500+ monthly support tickets or similar scale
• Experience working with large customer bases of 10,000+ clients on digital platforms
• Hands-on experience with Salesforce CRM for account management and pipeline tracking
• Proficiency in HubSpot for marketing automation, lead nurturing, and customer lifecycle management
• Bachelor's degree in Business, HR, or related field
• Strong analytical skills with ability to interpret CRM data and identify growth opportunities at scale

Nice to Have

• Previous experience in food delivery, logistics, or on-demand service platforms with large user bases
• Background in startup or high-growth technology companies with rapid scaling experience
• Experience with customer support tools and ticketing systems for high-volume operations
• Salesforce certifications (Administrator, Sales Cloud, or Service Cloud)
• HubSpot certifications in Sales Software or Customer Success

What We Offer

• Opportunity to work with cutting-edge HR technology serving 140+ countries
• Fast-paced startup environment with significant growth and learning opportunities
• Competitive compensation package with performance-based incentives
• Office-based role in Gurgaon with collaborative team environment
• Direct impact on helping companies build global distributed teams