Customer Success Manager

About Taazaa

Taazaa is an Inc. 5000 software development company that builds custom products for mid-market and enterprise customers. The company works with organizations across the US, Canada, and India, focusing on solutions that solve real business challenges and on taking ownership of outcomes rather than simply delivering features.

Role Overview

The Customer Success Manager will take end-to-end ownership of client relationships. This person will serve as the main escalation contact while also staying ahead of issues, identifying risks early, and keeping engagements on track. The role acts as the link between customers and delivery teams, helping each project deliver measurable value and leaving clients feeling supported and confident in the partnership.

The position reports to the Director of Customer Success and works closely with Engineering Managers, Product leaders, and squad leads across the portfolio. It calls for someone who combines relationship management, product thinking, technical understanding, and strong problem-solving skills.

Key Accountabilities

• Manage a portfolio of active client accounts as the trusted point of contact for escalations and ongoing advisory support.
• Track account health by watching engagement quality, satisfaction indicators, delivery pace, and risk signals before they turn into larger issues.
• Lead onboarding and project kickoffs by aligning expectations, setting communication routines, and defining success measures.
• Conduct monthly check-ins and quarterly business reviews that go beyond routine status reporting by offering insights, identifying opportunities, and guiding discussions around roadmap, capacity, and return on investment.
• Represent the client internally by translating priorities, context, and concerns to delivery teams so they can make better decisions day to day.
• Support renewals and account growth by spotting natural expansion opportunities and partnering with leadership to pursue them; also manage change requests through negotiated client approval.
• Handle escalations with a focus on resolution and accountability, stepping in quickly when problems arise.

What Success in This Role Requires

• Technical comfort: the ability to discuss APIs, architecture decisions, sprint velocity, and deployment pipelines without needing to write production code.
• Business understanding: confidence in discussing margins, ROI, and the realities of running a business with client stakeholders.
• Experience working with distributed teams across India, the US, and Canada, with respect for offshore colleagues as equal partners.
• Strong customer empathy and the habit of listening carefully, asking thoughtful questions, and making clients feel understood.
• A solution-oriented approach that brings options and next steps when scope is unclear, deadlines slip, or expectations are misaligned.
• Strong relationship-building ability with both external clients and internal teams such as engineers, product managers, and leadership.
• US-based availability, with overlap during US business hours and comfort working directly with US clients and stakeholders.

Experience and Tools

• 3 to 7 years of experience in a client-facing role within software services, consulting, or SaaS.
• Hands-on exposure to working with engineering or product delivery teams.
• Familiarity with tools such as Jira, Teams, HubSpot, or similar CRM and collaboration platforms.
• Strong written and verbal communication skills, including the ability to send clear updates, run client calls, and prepare thoughtful escalation summaries.
• Background in a services organization that uses offshore or nearshore delivery teams.

Values and Working Style

The company places strong emphasis on four core values: taking full ownership of accounts and outcomes, leading with empathy and humility, striving for excellence in the quality of work, and creating lasting value rather than choosing short-term convenience. The ideal candidate is honest, accountable, proactive, and comfortable having difficult conversations when needed.