Senior Manager – Customer Success & Presales

We are seeking a Senior Manager – Customer Success & Presales to lead our customer success initiatives and presales activities for key enterprise broadcast accounts in the Western region of India, based out of Mumbai. This role demands a strong technical background in broadcast IT, an analytical mindset, and a proactive approach to managing customer satisfaction, technical escalations, and solution-oriented presales engagements.

The ideal candidate will have a deep understanding of broadcast and post-production workflows, the ability to manage teams, and a passion for enabling customer success through reliable technology deployment and support.

Key Responsibilities :

Customer Success & Account Management

• Own and maintain high levels of customer satisfaction across key enterprise accounts in the Western region.
• Serve as the primary escalation point for critical issues, lead resolution efforts with internal teams and OEM partners.
• Proactively track support cases, SLAs, and Root Cause Analyses (RCAs), ensure timely closures and communication.
• Maintain detailed and updated system configuration and support contract records across all customer accounts.
• Foster strong relationships with customer stakeholders, including technical heads and senior management.

Team Leadership & Operational Oversight

Presales & Technical Consultation

Process Improvement & Learning

Desired Skills & Qualifications :