Freshers with B.Tech in ECE/EEE.
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 Responsibility:
1. Post-Onboarding Ownership & Customer Outcomes
Take structured handoff from Sales and Operations once customers are onboarded and live.Develop a clear understanding of customer objectives, success metrics, deployment scope, and usage expectations.Define and track customer success plans aligned to agreed outcomes and commercial commitments.Ensure customers move from initial go-live to stable, value-generating usage.2. Adoption, Usage & Value Realization
Drive product adoption across customer teams and sites.Monitor usage patterns, performance metrics, and outcome indicators.Identify gaps between expected and actual value realization and proactively intervene.Work with internal teams to resolve adoption blockers related to process, product, or operations.3. Relationship Management & Executive Engagement
Act as the primary point of contact for customers on value, outcomes, and long-term success.Build strong relationships with operational and business stakeholders on the customer side.Conduct regular reviews (QBRs/MBRs) focused on outcomes, ROI, and roadmap alignment.Maintain executive-level alignment to prevent surprises during renewals or expansions.4. Retention, Renewal & Expansion Support
Own customer health and renewal readiness.Identify early churn risks and drive mitigation plans.Partner closely with Sales to support renewals, upsells, and cross-sells with clear success narratives.Surface expansion opportunities based on demonstrated value and customer maturity.5. Internal Coordination & Feedback Loop
Work closely with Customer Support to ensure issues are tracked, prioritized, and resolved without impacting customer trust.Coordinate with Operations and Project teams when customer needs intersect with deployments or changes.Provide structured feedback to Product and Engineering based on customer insights.Advocate internally for customer needs while balancing commercial and operational realities.6. Reporting & Discipline
Maintain accurate customer health dashboards and success documentation.Track KPIs such as adoption, engagement, renewal likelihood, and expansion signals.Provide clear, data-backed updates to Sales and leadership.What Success Looks Like
Must-Have Skills
Nice-to-Haves
Cultural Fit
