Customer Success Manager : It B2g

Customer Success Manager

Location: New Delhi, India(Hybrid – 3 days in-office per week)

About The Role We are looking for a highly motivated and customer-focused Customer Success Manager

(CSM) to join our team in the Delhi NCR region. In this role, you will manage key

relationships with governmental and enterprise customers across the APAC region. Your

mission is to ensure customer success through adoption, satisfaction, and measurable

business value, while acting as the primary point of contact for renewals and growth.

Key Responsibilities

• Serve as the primary point of contact for assigned customers, managing all

aspects of the relationship including technical issues, adoption, renewals, and growth

opportunities.

• Ensure customers derive maximum value from the platform by promoting usage,

adoption, and best practices through tailored onboarding, training, and feature

introductions.

• Proactively manage customer sentiment, identify risks, and work with internal teams

to ensure service quality meets or exceeds SLA expectations.

• Act as the voice of the customer internally, providing actionable feedback to

influence product improvements and roadmap priorities.

• Partner with the Sales team to support upsell and cross-sell opportunities and

help drive business growth.

• Stay up to date on new features and capabilities, ensuring customers are effectively

enabled and informed.

• Manage and prioritize multiple customer engagements and strategic projects

simultaneously.

Requirements Must-Have:

• English Proficiency: Native English speaker with exceptional communication and

interpersonal skills.

• Professional Experience: 5+ years of experience in Customer Success or Account

Management, preferably within a SaaS company.

• Government Experience: 5+ years of proven experience working with government

customers.

• Training & Presentation: Proven experience delivering training sessions and

presentations to diverse and senior-level audiences.

• Execution Skills: Strong project management skills and the ability to handle multiple

priorities in a fast-paced environment.

• Travel: Willingness to travel up to 30% of the time across the APAC region.

Advantages (Nice-to-Have)

• Maritime Background: Prior experience as a government employee in the maritime

domain (e.g., Coast Guard, customs authorities, or maritime intelligence

organizations).

• Education: Graduates of a naval military academy.
• B2G Expertise: Experience working with B2G customers, with an understanding of

commercial and procurement processes.

• Technical Tools: Experience with Customer Success tools (e.g., Salesforce, CS

platforms, helpdesk systems).

• Mindset: Self-starter with strong analytical, problem-solving, and organizational

abilities.

Skills: b2g,customer,government,it & business strategy alignment,b2g,salesforce,saas,upsell,cross-sell,csm,apac,management