Customer Success Manager
We’re looking for an experienced and proactive Customer Success Manager to join our team in Mohali and drive exceptional customer experiences and growth.
Full-time | 5 - 8 Years Experience
Job Description
Explore Exciting Opportunities and Shape Your Future with Our Diverse Range of Job Openings
Relinns
At Relinns Technologies, we live and breathe innovation, reliability, and speed! Founded by an IIM alumnus, we have established ourselves as a fast-growing tech company, pushing boundaries and crafting cutting-edge solutions for global clients like CIPLA, Apollo Tyres, Khatabook, and Manchester City Football Club.
Our in-house product, BotPenguin, is an AI-powered SaaS platform helping businesses automate and scale customer engagement.
We believe in fostering a culture of learning, collaboration, accountability, and ownership, where people are encouraged to solve problems, challenge assumptions, work across teams, and continuously improve the way we serve our customers.
With flexible working hours, team-building activities, and a passion-driven environment, we empower our teams to build, innovate, and grow.
BotPenguin
BotPenguin is a SaaS-based customer engagement and chatbot platform that enables businesses to automate conversations and engage customers across multiple channels.
Visit our website here: https://botpenguin.com/
Key Highlights
- 80,000+ customers onboarded
- 250+ Partners
- Customers across 193 countries
- 8 Million+ messages triggered per month
The Role
As a Customer Success Manager, you will own the retention, health, and growth of our existing B2B SaaS customer portfolio.
You will be responsible for understanding what is happening across customer accounts, identifying churn risks and expansion opportunities early, building structured account-management processes, and ensuring customers continuously realise measurable value from BotPenguin.
A major part of this role will involve customer segmentation, account-health analysis, renewal forecasting, adoption, stakeholder management, expansion planning, and customer communication.
You will also manage and develop the Customer Success team and collaborate closely with Sales, Product, Engineering, Support, Finance, and leadership to ensure customer risks and opportunities are acted upon effectively.
What you need for this role
Education
Bachelor’s degree in Business, Engineering, Computer Science, IT, Management, or a related field
Experience
5-8, 8+ years of experience in Customer Success, Account Management, Client Success, or related customer-facing roles, preferably within a B2B SaaS / product-based company
- Skills Required
- Strong experience managing and growing a B2B SaaS customer portfolio, with ownership of retention, renewals, adoption, customer risk, and expansion
- Strong understanding of customer segmentation, account-health frameworks, churn indicators, lifecycle stages, and customer prioritisation
- Ability to analyse product usage, feature adoption, customer engagement, stakeholder relationships, support patterns, business outcomes, and commercial signals
- Strong understanding of SaaS metrics such as ARR/MRR, NRR, GRR, Logo Retention, Churn, Contraction, Expansion, and Renewal Rate
- Experience building and managing renewal, churn-risk, and expansion forecasts with strong commercial judgment
- Strong experience managing customer relationships across admins, champions, decision-makers, procurement teams, and executive sponsors
- Experience conducting QBRs / EBRs, building customer success plans, and driving measurable customer outcomes and value realisation
- Ability to identify genuine expansion opportunities based on customer needs, adoption, usage, new use cases, and organisational growth
- Experience managing and coaching a Customer Success / Account Management team, including performance management, workload planning, delegation, and development
- Strong analytical and reporting skills with the ability to convert customer data into actionable account and portfolio strategies
- Ability to collaborate effectively with Sales, Product, Engineering, Support, Finance, and leadership on customer risks, commercial matters, and growth opportunities
- Comfortable working with CRM, Customer Success tools, dashboards, and spreadsheets; HubSpot experience is preferred
- Excellent written and verbal communication, stakeholder-management, negotiation, problem-solving, and leadership skills
What you will be doing
- Own the overall retention, health, and growth of the B2B SaaS customer portfolio, ensuring risks and opportunities are identified and acted upon proactively
- Build and continuously improve customer segmentation and account-health frameworks based on revenue, adoption, engagement, lifecycle, risk, strategic importance, and growth potential
- Monitor customer usage, adoption, business outcomes, support patterns, stakeholder engagement, and commercial signals to identify churn, contraction, and expansion opportunities early
- Build and manage structured renewal and retention processes, including forecasts, risk categories, recovery plans, customer conversations, and commercial coordination
- Drive customer adoption and value realisation by identifying usage gaps, aligning the product with customer priorities, and building actionable success plans
- Identify and develop expansion opportunities across additional users, teams, use cases, business units, and relevant product capabilities
- Define appropriate customer engagement cadences and conduct QBRs / EBRs focused on business outcomes, adoption, value, risks, opportunities, and forward plans
- Build relationships across multiple customer stakeholders and strengthen champion, decision-maker, and executive sponsor coverage for strategic accounts
- Create and manage weekly and monthly customer portfolio reports covering account health, renewals, churn risk, contraction, expansion, adoption, engagement, and major escalations
- Manage, coach, and develop the Customer Success team through 1:1s, portfolio reviews, performance management, account coaching, workload planning, and skill development
- Collaborate closely with Sales, Product, Engineering, Support, Finance, and leadership to resolve customer blockers, improve customer experience, and support commercial outcomes
- Continuously improve Customer Success processes, reporting, forecasting, documentation, and team operating rhythms to build a scalable and data-driven Customer Success function
Key Success Metrics
Success in this role will be evaluated through metrics such as:
- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Customer / Logo Retention
- Churn and Contraction Rate
- Renewal Rate
- Renewal Forecast Accuracy
- Expansion ARR
- Product Adoption
- Time-to-Value
- Account Health
- Customer Satisfaction
- Risk identification and recovery
- Executive stakeholder coverage
- Team performance and development
Top reasons to work with us
- Own and influence customer retention, expansion, and long-term value for a growing AI SaaS product
- Work with customers across global markets and diverse industries
- Build scalable Customer Success frameworks across health, forecasting, renewals, adoption, and expansion
- Work closely with Product, Engineering, Sales, Finance, and leadership
- Lead and develop a growing Customer Success team
- Work in a culture that values learning, ownership, collaboration, and continuous improvement
- Flexible working hours and strong opportunities for professional growth
Work Location
📍 C-184, STPI Building, Sector 75, Mohali, Punjab 160071
🚀 Join us and help build customer relationships that translate into measurable value, long-term retention, and sustainable growth.
Information collected and processed as part of the job applications you choose to submit is subject to Relinns’s Applicant and Candidate Privacy Policy.
Relinns is proud to be an equal opportunity employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity or any other basis protected by law.
Job Summary
Location
Mohali, Sector 75, Punjab 160071
Job Type
Full-time
Date Posted
Posted 1 day ago
Experience
Experience: 5 - 8
Working Hours
10 AM - 7 PM
Working Days
5 days | 2nd & 4th Saturday
Application Form
Explore Exciting Opportunities and Shape Your Future with Our Diverse Range of Job Openings
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By submitting an application through our website, you agree to provide accurate and truthful information. We reserve the right to verify the details provided and may reject applications with false or misleading data. Your application information will be treated confidentially and used solely for recruitment purposes. We are an equal opportunity employer and do not discriminate based on race, gender, religion, or any other protected status. The submission of an application does not guarantee employment, and we are not liable for any decision related to your application. We may contact you via the provided contact details for further recruitment-related communication.
Frequently Asked Questions
You should complete the assignment on your own without seeking help from
anyone, including colleagues, or friends, or copying from other websites. If
anyone is found violating this rule, their continued engagement with the
company will be affected, leading to termination.
Personal Laptop/System with 8 GB RAM, 120 GB SSD, or more for the training
period and the official system will be allocated after the training period
Laptop/System audio/video input & output should be properly functional
List of software that should be installed on the laptop
All Profiles: Google Chrome, Grammarly,
Technical Profiles: VSCODE, Ubuntu as OS
Non-Technical Profiles:
Anyone original document (10th, 12th, graduation or post-graduation)
Identity proof. (DL, PAN, and Passport)
Address proof (Aadhar Card)
Passport Size photographs
Photocopy of Certificates from matriculation to up to your highest
qualification.
2 Professor’s/Professional References
You should be agreed to the stipend amount mentioned in the letter of intent (LOI)
provided by the company. You should understand that the stipend amount is final and is
happily accepted by you. You should accept the terms and conditions mentioned in the LOI
and confirm your commitment to fulfilling your responsibilities as an employee of the
company.
You are free to plan your vacations during your training period. However, if you take more
than 6 days of leave, your training period will get extended by the days of vacation you
take.
Your appraisal will be affected and the retention bonus transfer if committed will be
extended in case an employee is on leave for more than 10 days in a calendar apart from
the allowed leaves quota or if 10 continuous leaves are taken. The new date of successful
completion of one (1) year will be calculated based on the number of leaves taken from the
date of one (1) year of successful/continuous completion.
The candidate has to get a request letter from the college for employment at Relinns. Once
we receive an Employment request letter, the candidate will be offered the Letter of Intent
for Employment at Relinns. On the date of joining, a candidate will be requested to get all
documents as per the joining email for verification purposes & need to submit one original
certificate 10th or 12th Class for the training period.
Relinns will be providing only 2 documents, one at the joining date (Appointment Letter)
other is the Experience letter, In case there is any other document required by the college
as per the curriculum request then it can only be given based on email requests from
college authorities. Please inform HR prior to your joining about such a request.
In case of any misconduct, failure to comply with company policies, or not being able to
meet the expected performance standards, Relinns has complete authority to discard your
candidature for employment.
Candidates who leave before 12 months without paying Relinns INR 20,000 per month to the
company for the time spent during the training; as a penalty to cover the cost of training
spent by the company will be considered as an absconding case which will be informed to
the college authorities and relevant industry forums may affect his/her further engagement
in the industry and will be blacklisted by Relinns. The company will pursue legal action to
recover the training cost.
Relinns is not the best place for those who are looking for engagement for short period and
have plans for higher studies, govt jobs, shift to aboard, or joining a family business.
Candidates who leave within the training period or after working for a few months before
completing the 12 months from DOJ with the company will not be eligible for a training
completion certificate, will have to service a 30-day notice period, and will have to pay
Relinns INR 20,000 per month to the company for the time spent during the training; as a
penalty to cover the cost of training spent by the company and to get relieved from the
company with proper documents.