Customer Success Manager, Commercial

About the role

We are looking for a Customer Success Manager (Pooled Model) to support a large portfolio of SSB and scaled customers through a low-touch, support-assisted success motion . This role focuses on driving customer outcomes, adoption, and retention at scale, while leveraging Support, automation, and self-service as primary engagement channels.

What you'll do

• Support a pooled set of SSB customers through a low-touch, tech-enabled CSM motion
• Drive adoption, value realization, and retention using structured playbooks and lifecycle journeys
• Work closely with Customer Support as the primary customer interaction channel
• Monitor support signals, trends, and escalations to identify adoption blockers or churn risks
• Step in for CSM-led interventions when customers need strategic guidance beyond support

What you need

• 3–6 yrs of experience
• Customer success
• Customer service
• Customer handling
• Escalation handling
• Communication
• Any graduate