Customer Success Manager

You're not just managing accounts. You're ensuring outcomes translate into client success.

As a Customer Success Manager at devx Labs, you work closely with the Customer Success Lead to drive client satisfaction, ensure smooth delivery execution, and support growth across accounts. You are the day-to-day anchor for client engagement, ensuring alignment between client expectations and delivery teams.

This is not a passive “account management” role. You are actively involved in delivery rhythm, stakeholder communication, and identifying opportunities to deepen client impact.

Drive Client Success & Satisfaction (40%)

• Act as the primary day-to-day contact for client stakeholders across engagements
• Support the Customer Success Lead in maintaining high CSAT across accounts
• Build strong working relationships through consistent communication and proactive updates
• Track client sentiment continuously and flag risks early
• Ensure expectations on scope, timelines, and deliverables are clearly communicated and managed
• Contribute to turning satisfied clients into case studies, references, and advocates

Support Delivery Execution (40%)

• Work with Outcome Managers and Engineering teams to ensure smooth delivery execution
• Run and coordinate delivery cadences: standups, sprint planning, stakeholder reviews, retrospectives
• Maintain visibility across multiple engagements, ensuring nothing falls through the cracks
• Track delivery progress, risks, and dependencies, and proactively drive resolution
• Ensure all client communication reflects clarity, structure, and confidence
• Bridge communication between technical teams and business stakeholders

Enable Revenue Expansion (20%)

• Identify early signals for upsell and cross-sell opportunities within existing accounts
• Support the Customer Success Lead in scoping and building expansion narratives
• Document outcomes, impact, and ROI metrics to strengthen future conversations
• Contribute to building client roadmaps and long-term engagement plans

Collaborate & Grow (Continuous)

• Work closely with Customer Success Leads, Outcome Managers, and Engineering teams
• Contribute to playbooks, templates, and best practices for client success and delivery
• Continuously improve communication, delivery tracking, and stakeholder management processes
• Champion a client-first mindset across all interactions

Client-Centric Mindset

• Strong focus on client satisfaction and relationship building
• Understands that success is measured by business impact, not just delivery completion
• Proactive in identifying and addressing client needs

Execution & Coordination Strength

• Ability to manage multiple workstreams simultaneously
• Strong organizational skills with attention to detail
• Comfortable working in fast-paced, evolving environments
• Ability to identify risks early and drive resolution

Communication & Collaboration

• Clear and structured communicator across technical and business stakeholders
• Able to simplify complex topics into actionable insights
• Strong cross-functional collaboration skills

AI-Native & Analytical Thinking

• Comfortable leveraging AI tools for summaries, reporting, and analysis
• Ability to understand AI-driven solutions at a functional level
• Data-driven approach to tracking success and identifying opportunities

Experience & Background

• 5+ years in Customer Success, Account Management, Consulting, or Delivery roles
• Experience in client-facing environments with multiple stakeholders
• Exposure to software delivery, consulting, or AI/tech environments is a plus
• Strong interest in AI-driven transformation and consulting

• AI-First Environment
• AI tool credits.
• Freedom to experiment with modern testing approaches.
• No leave policy.
• Flexible working hours.
• Hybrid work with Surat HQ collaboration.
• Open environment for innovation.
• Work with diverse clients.
• Competitive compensationMedical insurance