Customer Success Manager

 About TechHand

TechHand is a B2B SaaS company helping educators, coaching institutes, and content creators build and manage their own digital learning businesses through white-label mobile apps, websites, Windows applications, content security, payments, course management, and student support solutions.We work closely with educators to help them move from fragmented tools and manual processes to a more professional and scalable digital setup.

About the Role

We are looking for a Customer Success Manager who will be responsible for building strong relationships with our clients and ensuring they get maximum value from the TechHand platform.

You will act as the primary point of contact for a portfolio of clients, understand their business and operational needs, coordinate internally to resolve issues, drive product adoption, and identify opportunities to expand their usage of TechHand.

This role requires someone who is highly responsible, proactive, good at communication, and comfortable taking ownership rather than simply responding to client queries.

Key Responsibilities

Client Relationship Management 

• Act as the primary point of contact for assigned clients.
• Build strong, long-term relationships with educators and coaching institutes.
• Understand each client's business, courses, students, goals, and challenges.
• Maintain regular communication with clients and proactively identify concerns.
• Ensure clients feel supported and valued throughout their journey with TechHand.

Customer Onboarding & Product Adoption

• Guide new clients through the onboarding process.
• Help clients understand and effectively use TechHand's features.
• Ensure successful adoption of key features such as apps, websites, courses, payments, tests, and content security.
• Track onboarding progress and ensure clients become operational within the expected timeline.
• Identify underutilized features and proactively educate clients about them.

Issue Resolution & Internal Coordination

• Understand and troubleshoot client issues at the first level.
• Coordinate with the Product, Tech, Support, and Operations teams for issues requiring internal intervention.
• Track issues until resolution and ensure timely communication with the client.
• Take ownership of escalations rather than simply forwarding complaints internally.
• Identify recurring issues and communicate patterns to the relevant teams.

Customer Retention & Health       

• Regularly monitor the health and engagement of assigned accounts.
• Identify early warning signs of dissatisfaction, inactivity, or potential churn.
• Conduct periodic check-ins with important clients.
• Understand reasons behind declining usage or dissatisfaction and work on corrective actions.
• Maintain accurate client records, communication history, and action items.

Upselling & Revenue Opportunities

• Identify opportunities where clients can benefit from additional TechHand products, features, or services.
• Understand the client's evolving requirements and recommend relevant solutions.
• Work closely with the Sales team on expansion opportunities where required.
• Identify referral opportunities from satisfied clients.
• Build relationships strong enough to turn successful customers into long-term partners and advocates.

Feedback & Product Insights

• Collect structured feedback from clients regarding product experience.
• Identify common customer pain points and feature requests.
• Share actionable insights with the Product and Management teams.
• Help TechHand understand what customers actually need and where the product/service can improve.

What We're Looking For ?

• 1–3 years of experience in Customer Success, Account Management, Client Servicing, Relationship Management, or B2B SaaS.
• Excellent verbal and written communication skills.
• Strong ownership and follow-through.
• Ability to understand customer problems and translate them into actionable solutions.
• Comfortable communicating with business owners, educators, and senior stakeholders.
• Strong problem-solving and coordination skills.
• Ability to manage multiple clients and priorities simultaneously.
• Proactive mindset — someone who identifies problems before the client has to complain.
• Commercial mindset and willingness to identify upselling and referral opportunities.
• Good working knowledge of WhatsApp, Google Sheets, CRM/tools, and basic SaaS products.

Work Schedule: 6 days a week, work-from-office. Sunday is a working day, with one weekly day off between Tuesday and Friday.