Customer Success Manager

The Customer Success Manager (CSM) plays a pivotal role in ensuring seamless client experience, successful delivery, and long-term value realization from Web Spiders’ products and services. This role bridges clients and internal teams, ensuring alignment, quality execution, and proactive engagement to drive satisfaction, retention, and growth.

Experience: 2–5 years

Location: Kolkata (Rajarhat-Newtown)

Mode of Working: Work from Office

Requirements

• Candidates must have completed their graduation degree from a top or premium engineering institution
• Proven experience in Customer Success, Project Management, QA, or Delivery roles within a technology or product-based environment
• Strong understanding of Software Development Life Cycle (SDLC), QA processes, and testing methodologies
• Hands-on experience with manual and/or automation testing for web and mobile applications
• Familiarity with bug tracking and project management tools such as JIRA, Bugzilla, Mantis, QC, etc.
• Excellent communication and stakeholder management skills, with the ability to manage global clients
• Strong problem-solving ability with attention to detail and ownership mindset
• Ability to manage multiple projects, timelines, and priorities effectively
• Exposure to modern AI tools (e.g., generative AI, automation tools, productivity enhancers) to improve efficiency and delivery outcomes
• Customer-first mindset with a focus on quality, responsiveness, and continuous improvement

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Roles & Responsibilities

• Act as the primary Point of Contact (POC) for clients, driving strong relationships, satisfaction, and retention
• Own end-to-end delivery of assigned products (E2M, SpiderX, etc.), ensuring alignment with client objectives and SLAs
• Plan, manage, and track project timelines, milestones, and deliverables in collaboration with internal teams
• Serve as the bridge between client and delivery teams, ensuring clear communication and expectation management
• Understand client requirements and translate them into requirement documents, analysis notes, and test plans
• Oversee and contribute to manual and automation testing, ensuring robust QA processes and timely sign-offs before deployment
• Track, manage, and resolve defects while ensuring overall quality benchmarks are consistently met
• Assess Change Requests (CRs) in terms of scope, cost, and delivery timelines
• Identify risks, issues, and dependencies proactively, ensuring timely escalation and resolution
• Facilitate regular client interactions, including status calls, reporting, and performance updates
• Support pre-sales initiatives (demos, PoCs, prototypes) and identify opportunities for upselling/value addition
• Leverage AI tools and drive process improvements to enhance efficiency, delivery quality, and overall client experience.

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Benefits

• Competitive salary and performance-based bonuses
• Exciting and challenging projects at the forefront of technology.
• Process Oriented Appraisals
• Professional development opportunities and training.
• Rewarding Buddy-Referral Program
• Collaborative and inclusive work environment.
• Complimentary Breakfast, Evening Snacks & Subsidise Lunch at Office.

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Interview Process

• Application review
• 5–10 minute initial screening call with the TA team
• ‍Practical test conducted in the presence of a panel member
• Technical interviews {Domain specific}
• ‍Role match & offer