Customer Success Manager

About this role

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Customer Success Manager

Teamwork Communication Solutions Pvt Ltd

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Skills you'll use

What you'll do

• Portfolio Ownership: Proactively manage a dedicated book of Mid-Market accounts, driving deep product adoption, health, and retention across the entire customer lifecycle.
• Executive Business Reviews (EBRs): Move past the tactical features. You will lead regular strategic reviews with agency leadership to demonstrate ROI, visualize utilization data, and align Teamwork.com with their bottom-line profitability goals.
• Expansion & Commercial Health: Partner closely with Account Executives and Renewals managers to spot growth signals, mitigate churn risks early, and unlock expansion revenue within your patch.
• Workflow Architecture: Act as an expert on agency operations. You'll map their specific business processes to Teamwork.com's advanced capabilities (resource management, budgeting, and time tracking).
• Voice of the Customer: Code and document client feedback, feature requests, and operational friction points to advocate for your portfolio directly with our Product and Engineering teams.
• Playbook Innovation: Help build the scale-up machine. You will contribute to internal customer success playbooks, health-scoring models, and retention strategies to optimize our team's performance.
• Customer Adoption & Outcomes
• Customers can clearly state the business outcome they bought Teamwork.com to achieve, and they know whether they are getting it. You help customers reach those outcomes by adopting the features and workflows that get them there. Customers reach value in good time, and that value is backed by evidence rather than assumed.
• Renewal Readiness & Retention
• You keep clear visibility of renewal dates, health, risks, and next steps across your portfolio. You surface churn risk early and work through it with a structured save plan, rather than defaulting to feature pitches or discounts. You lead the renewal commercially, with stakeholders mapped, ROI demonstrated, and terms negotiated. Customers come into a renewal aligned and without surprises, and you deliver directly against the GDR target for your book.

Who can apply

• How We Work: AI-First
• AI is part of how this team works every day. We use it to take the manual effort out of account management, which frees up time for the customer conversations that drive retention. We expect you to be comfortable using AI in your daily workflow and to apply your own judgement to everything it produces. The people who do best on this team tend to go a step further and build their own tools/agents and workflows.

About Teamwork Communication Solutions Pvt Ltd

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