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Metro-based, mid-level CSM with common SaaS support skills yields moderate candidate competition.
SaaS and MSP experience preferred but customer-success skills remain broadly transferable across industries.
Explicit 6–8 years SaaS/MSP and SLA-focused experience and night-shift requirement raises filtering strictness.
Own customer success and support for SaaS managed services, acting as the primary customer contact within the MSP support model.
Manage service requests, incidents, escalations, and SLA adherence to ensure timely resolution and high customer satisfaction.
Coordinate cross-functionally with technical, product, and engineering teams to resolve issues and drive service improvements.
6–8 years of experience in Customer Success, Solution Consulting, or SaaS Application Support.
Strong knowledge of SaaS platforms, managed services delivery, and SLA-driven support environments.
Ability to work night shift (PST hours: 8:30 PM – 6 AM IST) based in Chennai.
Experience with customer escalations and service management tools is required or preferred.
Experienced in enterprise SaaS product support and MSP/managed services environments.
Skilled at stakeholder management and communicating effectively to manage escalations and maintain customer relationships.
Capable of operating independently in a fast-paced, night-shift operational setting with a customer-first mindset.