Customer Success Manager

Location: Gurugram, 5 Day working

Experience: 3+ Years

About Karnival

Karnival is redefining how brands engage with customers post-purchase through our next-gen CRM and Customer Experience (CX) solutions. From Interactive E-Receipts and Surveys to Raffle Draws, Reviews, and POS billing, our unified SaaS ecosystem empowers businesses to drive loyalty, feedback, and revenue on autopilot.

About the Role

We are seeking a Customer Success Manager with 3+ years of experience in SaaS who will serve as a trusted partner to our clients. You will ensure successful onboarding, drive adoption of our platform, and deliver measurable outcomes for customer growth and retention.

Key Responsibilities

Build and maintain strong relationships with clients to ensure long-term success.

Lead client onboarding, training, and adoption of Karnival’s SaaS solutions.

Serve as the main point of contact for customer queries, escalations, and support coordination.

Collaborate with sales, product, and support teams to deliver a seamless customer experience.

Monitor customer usage and proactively identify opportunities to maximise product value.

Drive customer satisfaction, retention, and upsell opportunities.

Collect feedback and share insights with the product team to improve features and user experience.

Prepare periodic reports and business reviews to demonstrate ROI to clients.

Requirements

Bachelor’s degree in Business, Marketing, or a related field.

3+ years of experience in customer success, account management, or client-facing roles in a SaaS company.

Strong communication, presentation, and relationship management skills.

Experience in handling enterprise or mid-market clients is a plus.

Familiarity with CRM and SaaS tools (e.g., HubSpot, Zoho, Salesforce) preferred.

A proactive problem-solver with customer-first thinking.