Job Summary

Global MNC Tech is seeking a highly motivated and customer-centric Customer Success Manager (CSM) to join our growing SaaS team. In this remote role, you will be responsible for building long-term relationships with our clients, ensuring they achieve maximum value from our cloud-based solutions, and driving customer satisfaction, retention, and growth across the BST/GMT regions.

As a Customer Success Manager, you will act as a trusted advisor to customers, bridging the gap between their business goals and our technology. You will collaborate closely with Sales, Product, Support, and Engineering teams to deliver a seamless customer journey from onboarding to renewal and expansion.

Key Responsibilities

• Serve as the primary point of contact for assigned customers throughout the customer lifecycle.

• Lead onboarding and implementation processes to ensure smooth adoption of SaaS products.

• Understand customer business objectives and align them with product capabilities.

• Conduct regular check-ins, business reviews, and performance assessments.

• Proactively identify risks, challenges, and opportunities for customer growth.

• Drive product usage, feature adoption, and customer engagement.

• Handle escalations and coordinate with technical teams to resolve issues efficiently.

• Track customer health metrics and prepare reports on satisfaction and retention.

• Identify upsell and cross-sell opportunities in collaboration with the Sales team.

• Act as the voice of the customer, providing feedback to Product and Engineering teams.

Required Skills and Qualifications

• Strong communication and interpersonal skills with a customer-first mindset.

• Excellent relationship management and stakeholder engagement abilities.

• Proven problem-solving and analytical skills.

• Ability to manage multiple accounts and priorities in a fast-paced environment.

• Strong presentation and negotiation skills.

• Proficiency in CRM tools (Salesforce, HubSpot, or similar).

• Comfortable working remotely with global teams.

• High level of professionalism, ownership, and accountability.

Experience

• 3–6 years of experience in Customer Success, Account Management, or Client Services.

• Prior experience working in a SaaS or technology-driven environment is mandatory.

• Experience managing enterprise or mid-market clients is highly preferred.

• Background in subscription-based business models and renewals is a strong advantage.

Working Hours

• Fully remote role.

• Working hours aligned with BST/GMT time zones.

• Standard schedule: Monday to Friday, 8 hours per day.

• Flexibility required to accommodate customer meetings across regions.

Knowledge, Skills, and Abilities

• Strong understanding of SaaS platforms, cloud technologies, and digital products.

• Ability to interpret data and translate insights into actionable strategies.

• Skilled in customer journey mapping and lifecycle management.

• Excellent written and verbal communication in English.

• Ability to work independently and as part of a distributed team.

• Strong organizational and time-management skills.

• Emotional intelligence and ability to handle challenging customer situations.

Benefits

• Competitive salary with performance-based incentives.

• 100% remote work with flexible location.

• Career growth and professional development opportunities.

• Access to global clients and innovative SaaS products.

• Health and wellness benefits package.

• Paid time off and company holidays.

• Continuous learning through training and certifications.

• Collaborative, diverse, and inclusive work culture.

Why Join Global MNC Tech?

At Global MNC Tech, we are passionate about building technology that empowers businesses worldwide. We foster a culture of innovation, collaboration, and continuous improvement. Joining our team means being part of a forward-thinking organization where your ideas matter, your growth is supported, and your impact is visible.

You will work with a global team of talented professionals and play a key role in shaping exceptional customer experiences in a rapidly evolving SaaS environment.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter highlighting their experience in Customer Success and SaaS environments.

Shortlisted candidates will be contacted for a virtual interview process.