Customer Success Manager
- Web Spiders
- 5 - 10 years
- Kolkata
- 3 days ago
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Job Description
Customer Success Manager
We are looking for a Customer Success Manager with strong expertise in client engagement, end-to-end delivery management, and quality assurance within a technology-driven environment. The ideal candidate will bring a balance of technical understanding, project ownership, and customer-centric thinking, along with the ability to leverage modern AI tools to drive efficiency and enhance overall delivery outcomes.
The Customer Success Manager (CSM) plays a pivotal role in ensuring seamless client experience, successful delivery, and long-term value realization from Web Spiders products and services. This role bridges clients and internal teams, ensuring alignment, quality execution, and proactive engagement to drive satisfaction, retention, and growth.
Experience: 2 5 years
Location: Kolkata (Rajarhat-Newtown)
Mode of Working: Work from Office
Requirements - Candidates must have completed their graduation degree from a top or premium engineering institution
- Proven experience in Customer Success, Project Management, QA, or Delivery roles within a technology or product-based environment
- Strong understanding of Software Development Life Cycle (SDLC), QA processes, and testing methodologies
- Hands-on experience with manual and/or automation testing for web and mobile applications
- Familiarity with bug tracking and project management tools such as JIRA, Bugzilla, Mantis, QC, etc.
- Excellent communication and stakeholder management skills, with the ability to manage global clients
- Strong problem-solving ability with attention to detail and ownership mindset
- Ability to manage multiple projects, timelines, and priorities effectively
- Exposure to modern AI tools (e.g., generative AI, automation tools, productivity enhancers) to improve efficiency and delivery outcomes
- Customer-first mindset with a focus on quality, responsiveness, and continuous improvement
- Act as the primary Point of Contact (POC) for clients, driving strong relationships, satisfaction, and retention
- Own end-to-end delivery of assigned products (E2M, SpiderX, etc.), ensuring alignment with client objectives and SLAs
- Plan, manage, and track project timelines, milestones, and deliverables in collaboration with internal teams
- Serve as the bridge between client and delivery teams, ensuring clear communication and expectation management
- Understand client requirements and translate them into requirement documents, analysis notes, and test plans
- Oversee and contribute to manual and automation testing, ensuring robust QA processes and timely sign-offs before deployment
- Track, manage, and resolve defects while ensuring overall quality benchmarks are consistently met
- Assess Change Requests (CRs) in terms of scope, cost, and delivery timelines
- Identify risks, issues, and dependencies proactively, ensuring timely escalation and resolution
- Facilitate regular client interactions, including status calls, reporting, and performance updates
- Support pre-sales initiatives (demos, PoCs, prototypes) and identify opportunities for upselling/value addition
- Leverage AI tools and drive process improvements to enhance efficiency, delivery quality, and overall client experience.
- Competitive salary and performance-based bonuses
- Exciting and challenging projects at the forefront of technology.
- Process Oriented Appraisals
- Professional development opportunities and training.
- Rewarding Buddy-Referral Program
- Collaborative and inclusive work environment.
- Complimentary Breakfast, Evening Snacks Subsidise Lunch at Office.
- Application review
- 5 10 minute initial screening call with the TA team
- Practical test conducted in the presence of a panel member
- Technical interviews {Domain specific}
- Role match offer
2026 Web Spiders Group
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Job Classification
Industry: Film / Music / EntertainmentFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: Web SpidersLocation(s): Kolkata+ View Contact
Keyskills: IT services SAN Automation testing French Project management Wellness Management Stakeholder management Continuous improvement SDLC
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