Customer Success Manager

Experience: 1 to 3 years
Job Type: Full-time
Shift: 9 AM to 6 PM (Saturday & Sunday off)
Location: Gurgaon
Minimum Qualification: Graduate (any stream)

About Vicinus.ai
Vicinus.ai is an AI-powered platform designed to help multi-location businesses manage and optimize their online presence across Google, Bing, and other hyperlocal channels. With an intuitive interface and automated workflows, our platform enables brands to enhance visibility, acquire customers efficiently, and deliver consistent, high-quality digital experiences across all locations. We focus on delivering measurable impact by combining AI-driven insights with seamless listing management, review management, and hyperlocal SEO capabilities.
Vicinus is used by enterprises to scale operations, improve search ranking, track customer engagement, and manage location-based performance with speed and accuracy.

Role Overview
We are looking for a proactive Customer Success Manager with strong account management skills and a digital-first mindset. You will be the primary point of contact for clients, ensuring seamless delivery, strong stakeholder engagement, and long-term account growth.
Experience with Hyperlocal SEO, Google Business Profiles, Bing Places, or digital listing platforms will be a strong advantage.

Key Responsibilities

• Own end-to-end account management and ensure high-quality delivery aligned with client business goals.
• Manage multiple client projects and timelines independently, ensuring adherence to defined SLAs.
• Translate client requirements to internal teams and oversee smooth execution across functions.
• Identify upsell, cross-sell, and service expansion opportunities within existing accounts.
• Build and maintain strong relationships with client stakeholders across business and technical teams.
• Track key account metrics, maintain reporting accuracy, and ensure timely invoicing.’
• Conduct quality reviews of deliverables to ensure completeness and reliability.
• Maintain active communication, monitor ticket progress, and ensure closures within committed TAT.
• Support the team lead on special projects, feature requests, and strategic client initiatives.
• Drive client retention with a strong focus on financial health and zero churn.

What We’re Looking For

• A Graduate/Postgraduate degree in Management is preferred.
• 1-3 years of experience in digital agencies, digital media servicing, MarTech, AdTech, or performance-led environments.
• Strong presentation, pitching, and communication capabilities.
• Experience in SaaS environments is preferred.
• Proficiency in MS Excel and PowerPoint; basic understanding of SEM, Google Analytics, and Google Ads is a plus.
• Ability to manage projects independently while collaborating effectively across teams.
• Strong relationship-building skills with comfort working in dynamic, evolving environments.”Analytical mindset with strong understanding of business processes and client operations.

Life at Vicinus.ai

• Open, transparent, and collaborative culture.
• Opportunities for rapid learning and growth with minimal organizational barriers.
• Ability to create meaningful impact in a high-growth, product-led environment.