Customer Success Guide

Role: Customer Success Guide / Team Member

Skill: Customer Success / Customer Support

 Experience: 2 years to 5 years

 Job Location: Bangalore (Yeshwanthpur)

 Shift: Open to work in any shift (5:30 AM / 7:00 AM / 9:00 AM / 12:30 PM / 5:30 PM IST as per business requirement)

Education

• Bachelor's Degree or equivalent practical experience required

 • Minimum 15 years of regular education preferred

Must Have Skills

• 2-5 years of experience in Customer Success, Customer Support, Technical Account Management, Consulting, SaaS Operations, or related fields

 • Enterprise customer-facing experience (Voice Support)

 • Fluent English communication skills (Read, Write & Speak)

 • Customer-centric mindset with strong ownership and accountability

 • Experience managing customer relationships and driving adoption outcomes

 • Strong stakeholder management and relationship-building skills

Good To Have Skills

• ServiceNow Certified System Administrator (CSA) Certification

 • ITIL® Foundation Certification

 • ServiceNow platform knowledge

 • Understanding of SaaS solutions and enterprise software platforms

 • Familiarity with AI-enabled solutions and digital transformation initiatives

 • Experience working with enterprise customers and technology-driven solutions

Process Specific Responsibilities

The Customer Success Guide (CSG) serves as a trusted advisor to enterprise customers, helping them maximize value from their ServiceNow investment through proactive engagement, customer success planning, product adoption guidance, and issue resolution support. The role focuses on driving customer adoption, monitoring customer health, managing risks, and ensuring achievement of desired business outcomes.

Key Responsibilities

Customer Success & Account Management

• Manage a portfolio of assigned customer accounts and establish trusted advisor relationships

 • Understand customer business objectives, success criteria, and strategic priorities

 • Drive proactive customer engagement to support long-term success and value realization

 • Conduct regular customer touchpoints to understand changing business needs and challenges

Customer Adoption & Value Realization

• Support onboarding, service activation, adoption, and ongoing platform utilization

 • Guide customers on product capabilities, best practices, workflows, and AI-enabled features

 • Promote adoption of platform features aligned with customer goals

 • Help customers achieve measurable business outcomes through successful platform utilization

 • Track adoption milestones and customer success objectives

Customer Health & Risk Management

• Monitor customer health indicators, product utilization, engagement trends, and adoption metrics

 • Identify risks such as low adoption, unresolved issues, or customer dissatisfaction

 • Proa ctively escalate critical risks and customer concerns

 • Ensure timely follow-up on customer commitments and action items

Customer Experience & Support

• Act as the primary point of contact for customer inquiries through Voice, Chat, Email, and Digital Channels

 • Coordinate with technical, support, and product teams for issue resolution

 • Deliver a seamless and consistent customer experience throughout the customer lifecycle

Retention & Growth Support

• Identify opportunities to increase platform adoption and customer value

 • Support customer retention and renewal readiness initiatives

 • Share insights on customer needs, adoption gaps, and expansion opportunities

 • Contribute to long-term customer success strategies

Voice of Customer & Continuous Improvement

• Capture customer feedback, enhancement requests, and recurring issues

 • Provide customer insights to product, support, and engineering teams

 • Recommend process improvements to enhance customer experience and operational efficiency

 • Contribute to customer success best practices and knowledge-sharing initiatives

Technical Skills

• Working knowledge of SaaS solutions and enterprise software platforms

 • Knowledge of ServiceNow platform or ability to rapidly acquire platform expertise

 • Understanding of customer success methodologies and adoption frameworks

 • Familiarity with AI-enabled solutions and digital transformation initiatives

 • Ability to interpret customer health indicators, utilization trends, and adoption metrics

 • Proficiency in customer engagement and account management tools

Soft Skills

• Excellent verbal and written English communication skills (CEFR B2 or above)

 • Strong customer-centric approach and relationship management skills

 • Consultative problem-solving and business acumen

 • Ability to simplify complex technical concepts for diverse audiences

 • Strong analytical and critical-thinking abilities

 • Effective time management and prioritization skills

 • Ability to work in a fast-paced global environment

 • Strong collaboration and stakeholder engagement capabilities

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) Certification

 • ITIL® Foundation Certification

 • Experience supporting enterprise customers in a SaaS environment

 • Knowledge of enterprise software deployment, change management, and adoption best practices

 • Experience driving customer adoption, retention, and value realization outcomes

 • Exposure to customer health monitoring, success planning, and risk management processes

Work Location & Shift Requirements

• Bangalore, Yeshwanthpur (100% Work From Office, 5 days a week)

 • Candidates should be flexible to work in any assigned shift based on business requirements

 • Shift timin gs may start at 5:30 AM, 7:00 AM, 9:00 AM, 12:30 PM, or 5:30 PM IST as required by the business.

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