Customer Success Manager (Bangalore, India)

Atomicwork is on a mission to transform the digital workplace experience by uniting people, processes, and platforms through AI automation. Our team is building a modern service management platform that enables growing businesses to reduce operational complexity and drive business success.

We’re seeking an experienced customer success manager to join our team and help us build our modern service management platform. This is a hybrid position based out of our Bangalore or Chennai offices. We offer competitive pay to employees and practical benefits for their whole family.

If this sounds interesting to you, read on.

What this is about (role)

The Customer Success team at Atomicwork is responsible for driving adoption and value realization for Atomicwork customers. As a Customer Success Manager, you’ll manage a few of our largest mid-market and Enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

We seek a bright, motivated individual with a passion for learning and the ambition to be a crucial part of our growth strategy. Above all, we are looking for a strong communicator who can collaborate effectively internally and externally to get things done.

The ideal candidate for this role will possess strong relationship-building skills and a laser focus on positive customer outcomes.

What we’re looking for (qualifications)

We are not big on formal qualifications, and we value hands-on skills. We also enjoy working with people who are looking to learn new things and have a sense of responsibility toward their work.

• 5+ years’ experience in Management Consulting, Customer Success roles serving Enterprise clients.

• Project Management Experience

• Collaboratively develop and build a detailed project plan to monitor and track progress.

• Coordinate internal resources for flawless execution of multiple projects

• Track project performance through the use of data and analytics

• Coordinate and communicate frequently with customers on project status and project needs

• Experience with a project management software tool is a plus but not required

• Ability to learn systems and business processes quickly

• Ability to identify customer pain points and map processes

• Excellent verbal, written, and presentation skills

• Highly organized, collaborative, and detail oriented

• Ability to manage multiple projects within time, schedule, and quality constraints

• Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives)

• Capability as a credible and effective consultant/advisor/coach

• Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats

• Flexible approach, able to operate effectively with uncertainty and change

• Driven, self-motivated, enthusiastic, and with a “can do” attitude

• Ability to travel up to 50%

• Must be ready to work during ANZ time zones

   

What you’ll do (responsibilities)

• Be the primary post-sales point of contact for assigned customers. This role will collaborate closely with the sales account executive, the solution consultant, and the implementation consultant to form a team that supports customers through the entire customer lifecycle, including adoption, renewal, and expansion.

• Map customer processes to Atomicwork capabilities & data model

• Manage customer onboarding supported by the implementation consultant and partner with other internal team members as needed to ensure time to value goals are achieved

• Monitor key customer success metrics to ensure that Atomicwork is driving results and helping customers achieve their goals

• Provide proactive guidance to critical users, encourage adoption, and assist in education on product updates

• Develop an ongoing relationship with executive sponsors and champions at customers and become their advocate internally at Atomicwork

• Gather product feedback, conveying this to Product teams

• Identify opportunities for customers to act as Atomicwork industry advocates (e.g., testimonials, case studies)

• Help foster a company-wide culture of Customer Success

• Travel to visit clients on-site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts

Why we are different (culture)

As a part of Atomicwork, you can shape our company and business from idea to production. Our cultural values also set the bar high, helping us create a better workplace for everyone.

• Autonomy: We champion self-direction to deliver customer success, empowering teams and individuals to deliver peak performance.

• Trust: We unwaveringly believe in our colleagues' positive intentions, approaching every interaction with trust to accelerate execution.

• Ownership: We demonstrate unwavering commitment to our mission and goals, taking full responsibility for triumphs and setbacks.

• Mastery: We relentlessly pursue continuous self-improvement as individuals and teams, dedicating ourselves to constant learning and growth.

• Impatience: We recognize that our world moves swiftly and is driven by an unyielding desire to progress with every endeavor.

• Customer Obsession: We place our customers at the heart of everything we do, relentlessly seeking to understand their needs and exceed their expectations.

What we offer (compensation and benefits)

We are big on benefits that make sense to you and your family.

1. Fantastic team —the #1 reason why everybody joins us. ‍

2. Hybrid work — balance between working from the office and home.

3. Convenient offices — well-located offices spread over five different cities.‍

4. Paid time off — Unlimited sick leaves and 15 days off every year.

5. Health insurance — comprehensive health coverage upto 75% premium covered.‍‍

6. Flexible allowances — with hassle-free reimbursements across spends.‍‍

7. Annual outings — for everyone to have fun together.

What next (applying for this role)

1. Click on the apply button to get started with your application.

2. Answer a few questions about yourself and your work.

3. Wait to hear from us about the next steps.