Job Description

Greetings...


Y-HR Services - We are a dynamic and forward-thinking Human Resource advisory firm specialising in providing innovative and tailored HR solutions to businesses of all sizes. We are a trusted HR solutions provider to leading corporates and MNCS at the PAN India level.

Our client is a rapidly growing tech company based in Gurugram, dedicated to modernising supply chains through intelligent, cloud-based solutions.

Position:

Customer Success Manager / Technical Account Manager (SaaS) (Band : Asst Manager) (Preferred female )

Experience:

2-3 years

Qualification

-Bachelor's degree in Engineering, Computer Science, or related field.

Location

Gurgaon (Currently work from home)

Salary:

As per the company



We work closely with leading brands in industries like MedTech and industrial equipment, helping them improve visibility, reduce operational bottlenecks, and drive smarter decision-making across their networks.

Our core products :

1. Distributor Management

2. Asset Management

3. Field Services

Role Summary

The Customer Success Manager / Technical Account Manager is responsible for onboarding,activation, and ongoing success of SaaS customers. This role partners closely with customer stakeholders to drive adoption, value realization, and retention, while also acting as the technical escalation point for service issues and platform reliability. The role balances customer advocacy, technical ownership, and commercial outcomes.

Key Responsibilities

Customer Onboarding & Activation

Own customer onboarding from post-sale handover to go-live and successful activation. Define success criteria, onboarding plans, and time-to-value milestones with customers. Ensure smooth technical setup, integrations, and user enablement in collaboration with product and engineering teams.Customer Success & Adoption Act as the primary point of contact for customers throughout the lifecycle. Drive product adoption through usage analysis, enablement sessions, and best-practice guidance. Proactively identify adoption risks and execute success plans to improve engagement and outcomes.

Technical Account Ownership

Serve as the escalation owner for technical issues and customer-impacting incidents. Coordinate with support, engineering, and cloud operations teams to ensure timel resolution. Lead incident communications and post-incident reviews with customers. Service Delivery & Reliability Monitor service health, SLA performance, and platform reliability for assigned accounts. Support change and release activities by managing customer impact, risk, and communication.

Reporting & Feedback

Track and report customer success KPIs including adoption, NPS, renewals, and churn risk. Gather structured customer feedback and translate it into product and service

improvements.

Desired Profile

2-3 years of experience in Customer Success, Technical Account Management, SaaS

Delivery, or related roles.

Strong understanding of SaaS platforms, cloud architectures, and production operations. Experience managing enterprise or mid-market customers in a customer-facing role. Excellent communication skills with the ability to engage both technical and business

stakeholders.

Strong problem-solving skills and comfort operating in high-impact situations. Bachelor's degree in Engineering, Computer Science, or related field.

f you are interested, please revert with an updated CV along with

Total Experience

Relevant Experience

Current CTC

Expected CTC

Notice Period on shivani.a@yorshr.com


Best Regards,