- Location
- Bengaluru, India · Hyderabad, India
- Workplace
- Onsite
- Department
- Customer Service
- Seniority
- Manager
- Experience
- 2+ years
- Source
- Keka
Description
Customer Success Manager
Customer Success | Hyderabad,Bangalore | On-Site | 2-6 years
About the company
Keka is a modern people platform for growing enterprises. HR, payroll and talent live in one core system, so teams spend less time on admin and more time on their people. More than 12,500 companies trust Keka, from fast-growing small businesses to large enterprises and global companies with teams across borders.
We build software the way HR actually works. It feels human, sets up in days instead of months, and has AI built into every part of HR. With customers across India, the US and the Middle East, our Customer Success team is growing fast to keep up. That is where this role comes in.
About the role
As a Customer Success Manager at Keka, you'll help customers maximize the value of their HR technology investment by driving product adoption, improving module usage, and aligning Keka's solutions with their business processes. You'll work closely with client stakeholders and internal Product and cross-functional teams to address challenges, strengthen relationships, and support long-term customer success. In your first year, success means improving product adoption, enabling effective use of relevant modules, and building strong stakeholder relationships.
You'll join the Customer Success team, which helps customers realize value from Keka through product enablement and ongoing engagement. The team works collaboratively to understand customer needs, solve problems, and build lasting partnerships.
What you'll do
- Monitor customer usage of Keka modules and develop action plans to improve adoption and utilization.
- Deliver product training, feature updates, and refresher sessions to help customers use Keka effectively.
- Conduct quarterly business reviews with senior stakeholders to align product usage with business objectives.
- Help customers map Keka products to their existing HR policies, workflows, and business processes.
- Understand customer requirements and recommend solutions using available product features and functionalities.
- Enable customer points of contact through product education, hands-on guidance, and clear explanations of feature benefits.
- Address customer queries and grievances during onboarding, coordinating with internal teams and client stakeholders to resolve product and process challenges.
What you'll bring
- 2 to 6 years of experience in B2B SaaS onboarding or Customer Success, or 3 to 6 years in business consulting, HR consulting, or HR operations.
- A strong interest in technology, particularly HR technology and its application to business processes.
- Excellent listening skills to identify stated and unstated customer needs and translate them into actionable insights.
- Clear communication skills to explain product capabilities, address queries, and share accurate information promptly.
- Curiosity and a learning mindset to understand Keka products, customer processes, and evolving requirements.
- Product knowledge and business acumen to connect features with customer needs and business outcomes.
- Strong problem-solving skills to develop practical solutions and coordinate with internal teams and customer stakeholders.