Role Mandate
DATOMS operates in a high-touch, deployment-led environment where customer value is realized only when solutions are adopted, used correctly, and expanded over time. Closing a deal is the starting line, not the finish.
The Customer Success Manager (CSM) exists to own post-onboarding customer outcomes. This role ensures customers derive sustained value from DATOMS’ solutions, adoption is deep and measurable, renewals are predictable, and expansion opportunities are surfaced early.
This is not a support or account management role. It is a value realization, retention, and growth role with direct impact on revenue quality and customer lifetime value.
Scope of Responsibility1. Post-Onboarding Ownership & Customer Outcomes
2. Adoption, Usage & Value Realization
3. Relationship Management & Executive Engagement
4. Retention, Renewal & Expansion Support
5. Internal Coordination & Feedback Loop
6. Reporting & Discipline
What Success Looks Like
Must-Have Skills
Nice-to-Haves
Cultural Fit
Customer Success Manager • Bengaluru, Karnataka, India
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