Customer Success & Support Manager (cssm)

Customer Success & Support Manager

Reports to: Cofounder

Remote

Sal: Rs 80,000 - Rs 1,20,000 Gross Per Month

About the Role
Our client is hiring a Customer Success & Support Manager to own the entire customer experience and commercial operation for our Extension product.
This role is the single owner of:
Customer support for the full user base
Enterprise renewals and expansions
Billing, entitlements, and usage investigations
Support volume is partially handled by Intercom, Fin AI agent, and our knowledge base. You will personally handle complex cases and continuously improve the system to reduce manual load.
This is not a traditional support role. You will operate a $1.5M ARR product line with real autonomy.

What You’ll Own
Customer Support (All Users)
Own customer support across self-serve and enterprise users.

Handle escalations, billing issues, and complex cases in Intercom Optimize Fin, workflows, and help content to reduce ticket volume Customer & Commercial Ownership

Primary point of contact for enterprise customers

Manage seat changes, plan updates, renewals, and pricing conversations Own renewals within defined guardrails
Revenue Operations

Snowflake: investigate usage, activity, and trends

Stigg: manage entitlements and plans
Stripe: handle invoicing, proration, and renewals
Coordinate with Finance (QuickBooks) as needed
Problem Solving & Decisions
Independently investigate ambiguous issues
Make judgment calls on discounts, grace periods, and seat changes Escalate only with a clear recommendation

What Success Looks Like
Support volume is stable or declining due to your optimizations Enterprise customers see you as their primary owner
You bring decisions—not questions

Who You Are
5–8+ years in B2B SaaS (Customer Ops, RevOps, CS Ops, or senior Support) Comfortable owning support, billing, and renewals end-to-end
Experience with Intercom, Stripe, and subscription systems
Data-driven; SQL or Snowflake experience strongly preferred
Confident, autonomous, and systems-oriented

Job Types: Full-time, Permanent

Pay: ₹80,000.00 - ₹120,000.00 per month

Benefits:

• Paid sick time
• Work from home

Work Location: Remote