Customer Success Manager

## 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. ## What we offer - Location: Gurugram - Working Model: 5 Day working - Experience Level: 3+ Years