[Hiring] Customer Success Manager @CleverTap

Role Description

As a Customer Success Manager at CleverTap, you'll play a critical role in ensuring customers achieve measurable business outcomes through the platform. You'll own adoption, value realization, and long-term retention across a portfolio of accounts.

• 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.

Qualifications

• Overall 4+ years of experience in marketing or related field and 2+ years of B2B SaaS customer success or customer management experience.
• Bachelor’s / Master degree in Computer Science, Information Technology, Marketing, Business, or related fields.
• Strong business acumen with ability to understand customer objectives and translate them into platform growth opportunities.
• Data-driven mindset with ability to work with metrics, dashboards, and analytics to track adoption and drive outcomes.
• Excellent executive communication skills with ability to build relationships beyond daily users and present compelling QBRs/EBRs.

Requirements

• Experience with CDP, marketing automation, or customer engagement platforms.
• Familiarity with analytics tools, segment logic, funnel analysis, and journey mapping.
• Experience partnering with cross-functional teams including technical, product, and channel specialists in complex environments.

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

Benefits

• 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.

Company Description

CleverTap's 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.

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.
• Helps businesses drive measurable growth through meaningful, autonomous customer engagement.
• Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One.
• 600+ employees across offices in the US, the Middle East, Asia, and LATAM.