Keka is a leading people platform designed to simplify HR, payroll, and talent management for growing enterprises. Trusted by over 12,500 companies ranging from fast-growing startups to large global organizations, Keka integrates all HR functions into one core system. Our software is intuitive, quick to implement, and enhanced with AI to support the way HR teams actually work. With a diverse customer base across India, the US, and the Middle East, our Customer Success team is expanding to ensure clients maximize the value of their investment in Keka’s solutions.
As a Customer Success Manager based in Hyderabad or Bangalore, you will play a pivotal role in helping customers fully adopt and leverage Keka’s HR technology. Your focus will be on driving product usage, aligning our solutions with client business processes, and fostering strong, long-term relationships. Collaborating closely with client stakeholders as well as internal Product and cross-functional teams, you will address challenges and ensure customer satisfaction. Success in this role means improving product adoption, enabling effective use of relevant modules, and building trusted partnerships within your first year.
Key Responsibilities
- Monitor customer usage of Keka modules and develop strategic action plans to enhance adoption and utilization.
- Deliver comprehensive product training, feature updates, and refresher sessions to empower customers in using Keka effectively.
- Conduct quarterly business reviews with senior stakeholders to ensure product usage aligns with evolving business objectives.
- Assist customers in mapping Keka products to their existing HR policies, workflows, and business processes.
- Understand customer requirements deeply and recommend tailored solutions using available product features and functionalities.
- Enable customer points of contact through product education, hands-on guidance, and clear communication of feature benefits.
- Address customer queries and resolve grievances during onboarding by coordinating with internal teams and client stakeholders to overcome product and process challenges.
Required Qualifications
- 2 to 6 years of experience in B2B SaaS onboarding or Customer Success, or 3 to 6 years in business consulting, HR consulting, or HR operations.
- Strong interest in technology, particularly HR technology and its application to business processes.
- Excellent listening skills to identify both stated and unstated customer needs and translate them into actionable insights.
- Clear and effective communication skills to explain product capabilities, promptly address queries, and share accurate information.
- A curious and proactive learning mindset to continuously understand Keka products, customer workflows, and evolving requirements.
- Solid product knowledge and business acumen to connect features with customer needs and desired business outcomes.
- Strong problem-solving abilities to develop practical solutions and collaborate effectively with internal teams and customer stakeholders.
This role offers the opportunity to be part of a fast-growing, innovative company that is transforming HR technology. You will work on-site in Hyderabad or Bangalore, engaging directly with customers and internal teams to drive success and growth. If you are passionate about technology, customer engagement, and making a tangible impact on business operations, this position at Keka is an excellent fit.
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