Customer Success & Support Manager

Job Category: Customer Success

Job Types: Full Time

Job Locations: Mysore/Bangalore/Remote

About Unilog

Unilog is the only connected product content and eCommerce provider serving the Wholesale Distribution, Manufacturing, and Specialty Retail industries. Our flagship CX1 Platform is at the center of some of the most successful digital transformations in North America. CX1 Platform’s syndicated product content, integrated eCommerce storefront, and automated PIM tool simplify our customers’ path to success in the digital marketplace.

With more than 500 customers, Unilog is uniquely positioned as the leader in eCommerce and product content for Wholesale distribution, manufacturing, and specialty retail.

Unilog’s Mission Statement

At Unilog, our mission is to provide purpose-built connected product content and eCommerce solutions that empower our customers to succeed in the face of intense competition. By virtue of living our mission, we are able to transform the way Wholesale Distributors, Manufacturers, and Specialty Retailers go to market. We help our customers extend a digital version of their business and accelerate their growth.

Designation: Customer Success & Support Manager

Location: Bangalore/Mysore/Remote

Job Type: Full-time

Department: Solution Delivery

About The Role

We are seeking an experienced Customer Success & Support Manager to lead our client-facing support function and manage customer-facing teams. This role will be responsible for ensuring a world-class customer experience, driving SLA-based support delivery, and acting as a trusted advisor to clients.

A critical requirement for this role is hands-on expertise with AI-driven support and customer success platforms (Freshworks AI, Zendesk AI, etc.) to enable hybrid AI + human support models. The ideal candidate will combine client relationship management, team leadership, and AI-enabled support optimization.

Key Responsibilities

• Client Engagement & Advocacy: Act as the primary client-facing leader, building strong relationships and ensuring long-term satisfaction.
• Team Leadership: Manage, coach, and scale customer-facing support teams, ensuring SLA adherence and excellent service delivery.
• AI-Driven Support Management: Leverage AI-driven support and success platforms to automate L1 resolution, streamline escalations, and improve customer experience.
• Operational Excellence: Define processes, workflows, and escalation strategies to maximize efficiency and scalability.
• Performance Tracking: Monitor KPIs such as SLA compliance, CSAT, NPS, case deflection, and customer health metrics.
• Collaboration: Work with Knowledge Managers and AI CX Automation Engineers to align support workflows with knowledge bases and automation initiatives.
• Continuous Improvement: Implement best practices, training, and process innovation to elevate both customer satisfaction and team performance.
  
  

Required Qualifications

• 12–16 years of experience in customer-facing roles, with at least 3+ years in managing support or customer success teams.
• Mandatory hands-on expertise in AI-driven support and customer success platforms (e.g., Freshworks AI/Freddy AI, Zendesk AI).
• Strong leadership and people management skills with a proven ability to lead customer-facing teams.
• Excellent client communication, stakeholder management, and escalation handling skills.
• An analytical and data-driven mindset for monitoring team and customer success metrics.
• Ability to integrate AI workflows into daily support operations.
  
  

Preferred Qualifications

• Experience in enterprise SaaS, eCommerce, or digital platforms.
• Familiarity with agentic AI workflows and conversational AI optimization.
• Knowledge of customer success methodologies, customer journey mapping, and retention strategies.
• An MBA or equivalent business/operations background is a plus.
  
  

Why Join Us?

• Lead a client-facing support and success function at the forefront of AI-driven customer experience.
• Drive measurable improvements in customer satisfaction, retention, and operational efficiency.
• Work closely with leadership to shape the future of AI-enabled support and customer success.
• Competitive compensation, career growth, and a collaborative environment.
  
  

About Our Benefits

Unilog offers a competitive total rewards package including competitive salary, multiple medical, dental, and vision plans to meet all our employees’ needs, career development, advancement opportunities, annual merit, a generous time-off policy, and a flexible work environment.

Unilog is committed to building the best team and we are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion. As such, we do not discriminate or make decisions based on your race, color, religion, creed, ancestry, sex, national origin, age, disability, familial status, marital status, military status, veteran status, sexual orientation, gender identity, or expression, or any other protected class.

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