Customer Success Manager - B2B SaaS(US)

Job Title:  Customer Success Manager - B2B SaaS

Location: Bangalore 

Note: Our customers are in the US, so this may require you to travel and work non-standard hours.

Company Overview:

At Unifize, we are revolutionizing the way life science and manufacturing companies manage processes and innovate. Our eQMS platform accelerates product development and process innovation.

In a world where changing regulatory environments, market competition, customer demands, and technological advancements are constants, Unifize provides the solution to overcome both internal and external constraints that hinder progress.

Please review our extensive case studies and testimonials from customers, who talk about how Unifize is differentiated in the following four key areas:

1. No code process builder
2. Intuitive, chat-based collaboration
3. Low code automation
4. Standard integrations
5. AI roadmap

You should also check out our medical device landing page as well, including the overview video to get a sense of how we currently position ourselves.

Role Overview

As a Customer Success Manager at Unifize, you’ll be the strategic partner to our customers—driving adoption, satisfaction, and long-term value. You’ll lead key relationships, resolve issues, and champion customer needs across product and engineering. This role is ideal for someone who thrives at the intersection of technology, business, and relationship management—especially in fast-paced, B2B SaaS environments.

Responsibilities: 

1. Act as the primary point of contact and trusted advisor for customers.
2. Build long-term relationships by deeply understanding the customer's business objectives and aligning product value accordingly.
3. Ensure commercial health of the account by maintaining high NPS/CSAT and minimizing churn risk.
4. Collaborate with Support and Engineering to triage and resolve technical issues.
5. Serve as the voice of the customer internally by conveying feature requests, pain points, and feedback to Product and Engineering. 
6. Regularly conduct business reviews (QBRs) to assess ROI, address concerns, and present growth or optimization opportunities.
7. Develop training plans and conduct in-depth sessions with different user personas & key stakeholders. 
8. Drive product adoption by proactively identifying usage gaps, conducting feature walkthroughs, and sharing best practices.
9. Identify upsell opportunities by identifying the need or through networking into other departments. 
10. Maintain high levels of customer satisfaction, loyalty, and referenceability.

Qualification/Requirement:

1. 2-4 years of experience in Customer Success or Account Management, preferably in a B2B SaaS environment.
2. Excellent communication, interpersonal, and stakeholder management skills.
3. Demonstrated ability to lead customer conversations with clarity, particularly with American clients
4. Self-starter attitude with excellent organizational and multitasking abilities.
5. Bachelor’s degree in Engineering, Business, or a related field; an advanced degree is a plus.
6. Experience working with customers in the manufacturing sector is strongly preferred.