Senior Customer Success Manager

About the Role

At Info Edge India Ltd., the focus of Customer Success at Naukri is to help enterprise clients consistently realize significant value from the recruitment platform. The Senior Customer Success Manager will oversee a portfolio of enterprise and rapidly expanding client accounts, collaborating closely with HR leaders and Talent Acquisition teams to enhance their hiring approaches through proficient use of the platform. This role demands expert consultative engagement, stakeholder relationship management, and value generation to boost recruiter efficiency, sourcing quality, and overall recruitment performance via Naukri's solutions.

Primary Responsibilities

• Manage enterprise and large growth client portfolios effectively.
• Establish and nurture strong connections with senior HR executives such as CHROs and Talent Acquisition leaders.
• Analyze clients' recruitment strategies and align Naukri's services to support and enhance their hiring objectives.
• Maximize client value by promoting and ensuring effective platform adoption and utilization.
• Comprehend client recruitment workflows and challenges to suggest optimal best practices.
• Advise clients on enhancing recruiter productivity and sourcing processes through the platform.
• Demonstrate Naukri’s impact by providing strategic insights and engaging meaningfully with customers.
• Serve as the main relationship steward for assigned client accounts, maintaining continuous engagement with HR and recruitment stakeholders.
• Respond promptly to client inquiries in coordination with internal support and product teams.
• Facilitate structured onboarding, training sessions, and feature enablement to drive platform adoption.
• Monitor usage trends to detect any gaps in platform engagement and recommend solutions.
• Convene regular strategic meetings to discuss recruitment trends, platform performance, and client value opportunities.
• Identify prospects for platform expansion and collaborate with Sales to support renewals and account growth.
• Contribute customer feedback to influence product enhancements.
• Coordinate across Sales, Product, and Support teams to ensure excellent customer service and represent the customer's voice internally.

Qualifications

• A Bachelor’s degree is required; a Master’s degree is preferred.
• Three to six years of experience in Customer Success, Account Management, or Client Relationship roles.
• Preferably experienced in managing enterprise or significant corporate clients.
• Familiarity with SaaS platforms, HR technology, recruitment tech, or enterprise software is advantageous.
• Excellent communication and stakeholder management capabilities.
• Confidence in engaging with senior HR and Talent Acquisition professionals.

Skills & Competencies

• Managing enterprise client relationships
• Strategic engagement with customers
• Driving platform adoption and enablement
• Creating customer value through consultative practices
• Data-informed decision-making
• Cross-department collaboration