Customer Success Manager

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Zenith Innovation is a Zoho Certified Partner and SaaS product company helping businesses automate, integrate, and scale using Zoho CRM, AI, and location intelligence. With 15+ years of experience, a strong portfolio of Zoho Marketplace extensions, and a growing international client base, we are expanding our team to include a dedicated Customer Success Manager to ensure client satisfaction, adoption, and long-term retention.

Zenith Innovation is a Zoho Certified Partner and SaaS product company helping businesses automate, integrate, and scale using Zoho CRM, AI, and location intelligence. With 15+ years of experience, a strong portfolio of Zoho Marketplace extensions, and a growing international client base, we are expanding our team to include a dedicated Customer Success Manager to ensure client satisfaction, adoption, and long-term retention.

Job Overview:

As a Customer Success Manager at Zenith Innovation, you will serve as the primary liaison between our clients and our technical team. You'll be responsible for onboarding new clients, understanding their business goals, ensuring optimal use of our SaaS tools and Zoho services, and identifying upsell/cross-sell opportunities. Your role is critical in driving value, maintaining satisfaction, and ensuring renewal success.

Key Responsibilities:

• Client Onboarding & Training:
• Guide clients through initial setup and onboarding for our Zoho services and SaaS products (e.g., Lead Finder, DotlyMaps, Commission Craft).
• Customer Relationship Management:
• Act as the main point of contact for key accounts, building strong relationships and regularly checking in on client goals, feedback, and system usage.
• Retention & Renewals:
• Proactively ensure customer retention through continuous support, training, and identifying blockers to success.
• Upselling & Expansion:
• Identify expansion opportunities within existing accounts (e.g., additional Zoho modules, custom automation, or AI/location analytics solutions).
• Issue Resolution Coordination:
• Collaborate with developers, solution architects, and support teams to resolve client issues quickly and professionally.
• Success Metrics & Reporting:
• Track client KPIs (usage, satisfaction, support tickets), and report insights internally to drive customer-focused improvements.
• Knowledge Base & Content:
• Help build out FAQs, tutorials, and customer-facing documentation to reduce friction and enhance user understanding.

Qualifications:

• Bachelor's degree in Business, IT, Marketing, or a related field.
• 1+ years of experience in customer success, account management, or project coordination—preferably in a SaaS or IT services environment.
• Understanding of Zoho CRM or Zoho ecosystem is highly desirable.
• Strong communication skills with fluency in English (written and verbal).
• Ability to manage multiple client accounts simultaneously.
• Basic technical aptitude or experience working with low-code/no-code platforms is a plus.
• Familiarity with productivity and ticketing tools (Zoho Desk, Zoho Projects, Slack, etc.).

Why Join Zenith Innovation?

• Work with an experienced and passionate team focused on innovation and impact.
• Gain exposure to global clients across multiple industries.
• Opportunity to grow with our expanding SaaS product portfolio.
• Be part of a mission-oriented company empowering people through technology.

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time
• IndustriesIT Services and IT Consulting

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