Customer Success Manager (CSM) – Onboarding & Adoption Full Time NEW

Job Title: Customer Success Manager (CSM) – Onboarding & Adoption

Location: Bengaluru, India

Function: Customer Success

Reports to: Director – Customer Success & Support

Role Summary

The Customer Success Manager (CSM) is responsible for owning the post-sales customer journey, with a strong focus on onboarding, adoption, and value realization.

This role works closely with customers to ensure successful technical onboarding, smooth adoption of the Saner Platform, and ongoing alignment to customer security objectives. The CSM partners cross-functionally with Support, Product, Engineering, and Sales to deliver a seamless and predictable customer experience.

The ideal candidate should be customer-obsessed, technically capable, and business-savvy, with experience onboarding enterprise SaaS or cybersecurity products.

Key Responsibilities

Customer Onboarding & Time-to-Value (Core Responsibility)

• Own and lead end-to-end customer onboarding for Cloud/SaaS, On-Prem, and Hybrid deployments
• Drive successful deployment, configuration, and initial integration of the Saner Platform
• Establish clear onboarding success milestones and timelines aligned to customer goals
• Ensure customers achieve their first measurable security outcome within defined timeframes
• Proactively manage onboarding risks, dependencies, and customer expectations

Customer Adoption & Relationship Management

• Build and maintain strong relationships with technical and business stakeholders
• Act as a trusted advisor, guiding customers through best practices and product usage
• Drive ongoing product adoption and operationalization of the Saner Platform
• Manage customer expectations clearly and proactively throughout the lifecycle
• Conduct periodic Business Reviews / Value Reviews with customer stakeholders
• Help customers articulate and demonstrate security and operational value to internal leadership

Support Collaboration & Escalation Management

• Act as the customer owner during critical issues and escalations
• Work closely with Technical Support to track issues, SLAs, and resolution progress
• Participate in root cause analysis (RCA) and ensure preventive actions are communicated
• Monitor support ticket trends, backlog, and time-to-close as customer health indicators
• Ensure customers receive timely updates on bugs, fixes, and feature requests

Cross-Functional Collaboration & Continuous Improvement

• Provide structured customer feedback to Product Management
• Identify common onboarding and adoption challenges and contribute to playbooks and documentation
• Participate in continuous improvement initiatives to enhance onboarding, adoption, and support processes

Required Experience & Skills

Experience

• 4+ years of experience in Customer Success, Technical Account Management or Professional Services
• Experience onboarding and managing customers for enterprise SaaS or cybersecurity products
• Hands-on experience managing technical product onboarding and customer-facing projects

Technical Skills (Working Knowledge Required)

• Understanding of Linux/Unix operating systems, Windows, and basic system administration concepts
• Exposure to troubleshooting and debugging technical issues
• Working knowledge of networking fundamentals (TCP/IP, DNS, firewalls, proxies, ports)
• Familiarity with enterprise IT environments, virtualization, or cloud infrastructure

Preferred Qualifications

• BE / BTech / MCA or equivalent technical degree
• Experience working with cybersecurity, vulnerability management, or IT infrastructure products
• Exposure to cloud platforms, on-prem infrastructure, or hybrid environments
• Customer Success or cybersecurity-related certifications (nice to have)

What Success Looks Like in This Role

• Customers complete onboarding on time with minimal friction
• Faster time-to-first scan and first remediation
• High customer confidence in platform setup and usage
• Strong internal partnerships with Sales, Support, and Product teams