Bluechip Technologies Limited is a leading business application solutions firm, dedicated to helping organizations design, implement, and optimize strategic solutions that drive sustainable value and competitive advantage. We are seeking a Customer Success Manager to strengthen client relationships, drive solution adoption, and ensure long-term customer satisfaction and retention.

Job Objective

To proactively manage customer relationships across assigned accounts, ensuring successful onboarding, adoption, value realization, and ongoing satisfaction with Bluechip’s solutions. The role serves as a trusted advisor to customers, aligning business needs with product capabilities while driving retention and growth.

Key Duties & Responsibilities

• Serve as the primary point of contact for assigned customers throughout the customer lifecycle
• Lead customer onboarding, solution adoption, and post-implementation success activities
• Build strong, trusted relationships with customer stakeholders and decision-makers
• Understand customer business goals and align Bluechip solutions to measurable outcomes
• Conduct regular check-ins, business reviews, and success planning sessions
• Track product usage, customer health metrics, and adoption trends
• Identify risks, issues, and opportunities early and proactively manage escalations
• Collaborate with Divisional Heads and Support teams to resolve issues and improve customer experience
• Capture customer feedback and advocate for enhancements or improvements internally
• Support renewals, upsell, and cross-sell opportunities in collaboration with Sales
• Ensure customers achieve maximum value from Bluechip’s solutions

Knowledge & Competencies

• Strong understanding of customer success frameworks and lifecycle management
• Knowledge of enterprise software or business application solutions
• Familiarity with business processes, KPIs, and value measurement
• Understanding of change management and customer adoption strategies

Skills

• Excellent stakeholder management and relationship-building skills
• Strong communication, presentation, and facilitation abilities
• Ability to translate customer needs into actionable insights and solutions
• Problem-solving and analytical thinking
• Strong time management and ability to manage multiple customer accounts

Education & Qualifications

• Bachelor’s degree in Business, IT, Engineering, or a related discipline
• Professional certifications (Customer Success, Project Management, Agile, or IT-related) are an advantage
• 3–5 years of experience in Customer Success, Account Management, Consulting, or similar client-facing roles
• Experience working with enterprise or B2B customers in Technology, FSI, Telecoms, or similar environments

Key Performance Indicators (KPIs)

• Customer retention and renewal rate
• Customer satisfaction score (CSAT ≥ 4.2/5)
• Product adoption and usage metrics
• Time-to-value and onboarding success rate
• Number of escalations resolved within SLA
• Net Revenue Retention (NRR) and expansion support

Benefits & Perks

• Competitive salary package aligned with experience and qualifications
• Comprehensive health coverage
• Retirement savings plan with company contributions
• Professional development and certification support
• Supportive and inclusive work culture
• Flexible work arrangements to promote work-life balance
• Modern, collaborative work environment