Customer Success Manager

Job Description

Job Title: Customer Success Manager – NOC/SOC/Networking

Location: Hyderabad, India

Employment Type: Full-Time

Shift: General Shift

Role Summary

We are seeking an experienced Customer Success Manager (CSM) to manage strategic customer relationships for SHI's NOC/SOC Managed Services portfolio. This customer-facing role is responsible for driving customer satisfaction, service adoption, retention, and business growth while acting as the trusted advisor for enterprise clients.

The ideal candidate will have 5–6 years of dedicated Customer Success experience in B2B IT environments, preferably supporting Managed Services, NOC, SOC, Networking, Cloud, or Cyber Security customers. The successful candidate will collaborate with cross-functional teams to ensure service excellence, proactively mitigate churn, and translate technical service outcomes into measurable business value for executive stakeholders.

Key Responsibilities

• Own the end-to-end customer lifecycle, including onboarding, adoption, customer engagement, renewals, and expansion.
• Build trusted relationships with customer stakeholders and serve as the primary point of contact for strategic accounts.
• Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews, presenting service performance, business outcomes, and improvement plans.
• Monitor customer health metrics, including Customer Health Score, CSAT, NPS, SLA compliance, MTTD, and MTTR, and proactively identify risks.
• Drive customer retention by developing success plans and executing churn mitigation strategies.
• Partner with NOC, SOC, Service Delivery, Project Management, Sales, and Technical teams to ensure seamless service delivery and issue resolution.
• Analyze service consumption reports and operational metrics to identify optimization opportunities and recommend improvements.
• Identify opportunities for renewals, cross-selling, and up-selling while ensuring customers maximize the value of SHI's managed services.
• Manage customer escalations, coordinate action plans, and ensure timely communication throughout the resolution process.
• Stay current with industry trends and SHI service offerings to provide strategic guidance and recommendations to customers.

Job Requirements

Required Skills & Experience

• 5–6 years of dedicated Customer Success experience in a B2B IT services or Managed Services environment.
• Experience supporting enterprise customers in NOC, SOC, Managed Services, Networking, Cloud, or Cyber Security domains.

Strong Understanding Of:

• Customer Lifecycle Management
• Customer Health Scoring
• Quarterly Business Reviews (QBRs)
• Customer Adoption & Retention
• Churn Mitigation
• Net Revenue Retention (NRR)
• Working knowledge of IT service management concepts, including:
• ITIL Framework
• Service Level Agreements (SLAs)
• MTTD & MTTR
• CSAT & NPS
• Incident & Problem Management
• Excellent communication, presentation, and stakeholder management skills, with the ability to engage C-level executives.
• Strong analytical, problem-solving, and customer advocacy skills.

Preferred Qualifications

• ITIL Foundation Certification
• Cisco (CCNA/CCNP)
• Microsoft Azure Certifications
• AWS Cloud Certifications
• Network or Cyber Security Certifications

Preferred Qualifications

• ITIL Foundation Certification
• Cisco (CCNA/CCNP)
• Microsoft Azure Certifications
• AWS Cloud Certifications
• Network or Cyber Security Certifications