Customer Success Manager

Work type: Full time · Department: Customer Success Management · Workplace: On-Site

Bengaluru, Karnataka, India

About the Role:

As a Customer Success Manager at CleverTap, you'll play a critical role in ensuring customers achieve measurable business outcomes through the platform. And owning adoption, value realization, and long-term retention across a portfolio of accounts. You'll have the opportunity to shape how customers grow with the platform and directly influence retention and revenue metrics that matter to the business.

What will you do :

  • Own customer adoption, value realization, and business outcomes for Enterprise and Key accounts.

  • Develop and execute customer success plans aligned to business goals and KPIs.

  • Translate customer objectives into scalable CleverTap use cases and growth strategies.

  • Drive product adoption through data-driven insights, enablement, and best practices.

  • Analyze dashboards, campaigns, funnels, and product usage to deliver actionable recommendations.

  • Lead QBRs/EBRs focused on ROI, business impact, and growth opportunities.

  • Proactively identify customer risks and execute mitigation plans to improve retention.

  • Build trusted relationships with business and executive stakeholders.

  • Partner cross-functionally with Sales, TAMs, Onboarding, Support, and Channel Specialists to deliver customer success.

  • Maintain accurate account documentation, success plans, and Salesforce hygiene.

What are we looking for ?

  1. Customer Success, Nurturing & Product Adoption

  • Build strong customer relationships and act as a trusted advisor to help customers achieve their business goals.

  • Drive product adoption through proactive engagement, account health checks, and personalized success plans.

  • Identify opportunities to maximize platform utilization by recommending relevant features, use cases, and best practices.

2. Revenue Growth, Upselling & Enterprise Migration

  • Identify and drive upselling opportunities based on customer usage, MAU growth, business requirements, and product adoption.

  • Drive conversions from Monthly to Annual plans by communicating commercial benefits and long-term value.

  • Identify high-potential accounts for Enterprise migration and collaborate with internal stakeholders to drive revenue expansion.

  • Promote adoption of advanced features and add-ons through targeted outreach, trials, and consultative selling.

3. Customer Retention, Churn Prevention & Reactivation

  • Proactively monitor customer health, engagement, and product utilization to identify early signs of churn.

  • Develop targeted retention strategies for at-risk customers across different lifecycle cohorts.

  • Design and execute multi-channel win-back campaigns to reactivate churned, cancelled, and inactive customers.

4. Customer Education & One-to-Many Engagement

  • Plan and execute scalable customer engagement initiatives, including Ask Me Anything (AMA) sessions, webinars, product walkthroughs, and feature tutorials.

  • Drive awareness and adoption of newly launched features, AI capabilities, and product enhancements.

  • Create industry-specific marketing use cases and campaign recommendations to help customers improve engagement, retention, and revenue.

5. Customer Advocacy, Case Studies & Brand Building

  • Identify successful customers and collaborate with them to develop compelling case studies, testimonials, and success stories.

  • Build and nurture a pipeline of customer advocates willing to participate in testimonials, case studies, and other brand initiatives.

  • Collaborate with Marketing and cross-functional teams to amplify customer success stories across relevant channels.

6. Go-to-Market Strategy & Cross-Functional Collaboration

  • Develop and execute repeatable go-to-market (GTM) strategies for new features, product announcements, and add-on launches.

  • Collaborate closely with Sales, Product, Marketing, Support, and Billing teams to ensure a seamless customer experience.

  • Represent the voice of the customer internally by sharing product feedback, feature requests, and emerging customer needs.

  • Track and report key customer success metrics, including adoption, retention, reactivation, upselling, and expansion opportunities.

Measures of Success :

  • Net Revenue Retention and expansion opportunities sourced from your portfolio

  • Product Adoption Score improvement and percentage of accounts with active, documented success plans

  • Customer health improvement and at-risk account recovery rate

  • Successful QBR/EBR delivery and customer case studies/testimonials generated


Who will you report to: Director Customer Success

Why join us

  • Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.
    You are passionate about technology and its impact on the high-growth mobile technology space

  • Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.

  • Flourish in an Environment that Nurtures Growth and Curiosity

Learn More:

Get to know us better before you apply!

Check out our product documentation, engineering blog, and customer stories to see how we work and what we value.

About CleverTap:

CleverTap is the world’s leading AI-first, all-in-one customer engagement and retention platform, redefining how brands build lasting customer relationships in the Agentic era. Powered by its proprietary CleverAI™ Decisioning Engine and the Agentic Universe, CleverTap enables autonomous, real-time decision-making that helps organizations deliver 1:1 individualized experiences at scale while maximizing ROI.

Its unified platform brings together an AI-native Personalization Engine, automated Journey Orchestration, its proprietary Customer Data Platform – TesseractDB™, and deep customer and product analytics to power truly intelligent, self-optimizing engagement across channels including mobile, web, email, SMS, WhatsApp, and more. By seamlessly connecting data, insights, and activation, CleverTap ensures every interaction is contextual, coordinated, and conversion-driven.

Recognized as a Leader in the 2026 Gartner® Magic Quadrant™ for Personalization Engines and a Strong Performer in The Forrester Wave™, CleverTap is at the forefront of the shift from campaign-led marketing to agent-led growth. Trusted by more than 2,000 global brands including IKEA, Tesco, Burger King, Levi’s, Decathlon, Domino’s, 7-Eleven, Jio, Grab, Carousell, and Emirates NBD, CleverTap helps businesses drive measurable growth through meaningful, autonomous customer engagement.

Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap has 600+ employees across offices in the US, the Middle East, Asia, and LATAM.

For more information, visit https://clevertap.com/ or follow us on Linkedin and X.

Join us in shaping the future of engagement.

CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.



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