Customer Support Relationship Manager (CSRM)

The Customer Support Relationship Manager serves as the primary liaison for key client accounts. You will manage high-touch customer support needs, coordinate problem resolution across technical teams, track client satisfaction, and ensure long-term retention and account value realization.

• Key Responsibilities1. Relationship & Account ManagementServe as the dedicated single point of contact (SPOC) for key customer accounts.
• Build and maintain strong, trust-based relationships with customer stakeholders and operational leaders.
• Conduct regular Quarterly Business Reviews (QBRs) and health check-in meetings to assess customer satisfaction and ROI.
• Map customer goals to product features to ensure maximum product adoption and value.
• 2. Escalation & High-Touch Support ManagementAct as the escalation point for critical tickets, complex queries, and high-priority incidents.
• Oversee ticket resolution lifecycles, ensuring support engineers meet agreed SLAs (Service Level Agreements).
• Deliver clear, professional post-incident root-cause reports (RCAs) to customers following major operational or technical disruptions.
• 3. Customer Retention & GrowthMonitor account health metrics, usage patterns, and customer feedback to identify renewal or churn risks early.
• Partner with the Sales/Account Management team to identify upsell, cross-sell, and contract expansion opportunities.
• Drive customer renewal strategies and minimize account churn.
• 4. Process & Product Feedback IntegrationVoice customer concerns and feature requests directly to Product, Engineering, and Operations teams.
• Refine internal support processes and escalation workflows to continuously elevate the customer experience.

• Required Experience & EducationEducation: Minimum Any Graduate 
• Experience: 1–3+ years in Customer Support, Account Management, or Customer Success (preferably in B2B SaaS, IT, or Tech Operations).
• Technical & Domain SkillsCRM & Support Tools: Hands-on experience with tools such as Salesforce, Zendesk, Freshdesk, HubSpot, or Jira.
• Data & Analytics: Ability to review usage metrics, customer health scores, and reporting dashboards.
• SLA & Escalation Management: In-depth understanding of support ticket lifecycles and incident management protocols.
• Soft Skills & CompetenciesConflict Resolution: Calm under pressure; adept at handling angry or dissatisfied clients.
• Communication: Exceptional verbal and written communication skills for executive-level presentations.
• Strategic Problem-Solving: Ability to bridge technical complexity with practical business solutions.