Customer Success Manager

Company Description ERP4Impact is a specialized financial management software designed exclusively for Indian NGOs, consolidating donations, donors, grants, budgets, expenses, and compliance into a single system. Built by Chartered Accountants with extensive CFO experience in Indian non-profits, the platform is tailored to handle FCRA, Income Tax, Audits, and related documentation without relying on generic ERP workarounds. The software enables real-time segregation of FCRA and Non-FCRA entries, one-click tax deduction receipts for donors, ready-to-upload Form Form 113/114 CSV files, live grant utilization and budget tracking the moment expenses are recorded. Auditors/stakeholders can access the system directly without disrupting internal operations. Since launching in 2020, ERP4Impact has been trusted by 50+ NGOs across India, supporting their mission-driven work with robust, compliant financial processes.

Company: Aria ERP4Impact LLP

Location: Mumbai (Work from Office)

Experience: 3–5 years

Employment Type: Full-time

Compenstaion (CTC): INR 9,00,000 to INR 10,50,000 p.a.

What You will Own

This role combines customer success, implementation, product coordination, and strategic account management.

Customer Success & Implementation

• Own end-to-end onboarding and implementation for new NGO customers.
• Conduct training sessions for finance teams, program teams, and administrators.
• Drive product adoption through regular customer check-ins and usage reviews.
• Handle customer queries, support escalations, and implementation guidance.
• Build long-term relationships with finance heads, operations teams, and key customer stakeholders.
• Manage customer renewals and help ensure long-term account success.

Product & Customer Feedback

• Collect customer feedback and convert it into structured product requirements.
• Understand customer workflows and translate business requirements into clearly defined engineering problems that developers can build against.
• Work closely with Product, Design, and Engineering to refine requirements before development.
• Coordinate the complete validation cycle—from requirement clarification to development discussions, testing, retesting, and final User Acceptance Testing (UAT).
• Participate in user-level testing before releases and ensure solutions meet real customer use cases.
• Coordinate deployments and communicate release notes to customers.
• Analyze recurring support trends and recommend sustainable product improvements.

Pre-Sales Support

• Conduct product demonstrations for prospective customers.
• Understand customer processes and map them to ERP4Impact workflows.
• Support implementation planning during the sales journey.

Internal Operations

• Prepare customer success reports, implementation updates, and adoption insights for management.
• Manage and mentor the Customer Success Executive, helping prioritize work and build ownership.
• Maintain customer implementation documentation, training material, and internal knowledge resources.
• Track customer health, adoption metrics, support ticket trends, and implementation progress.
• Coordinate closely with Engineering to prioritize the product pipeline based on customer impact and business priorities.
• Ensure smooth cross-functional execution across Customer Success, Product, and Engineering.

What We Are Looking For

• 3–5 years of experience in Customer Success, Implementation, Account Management, SaaS Consulting, or ERP implementation.
• Strong communication, presentation, and stakeholder management skills.
• Ability to confidently conduct customer meetings, workshops, and training sessions.
• Strong problem-solving skills with the ability to break down business requirements into structured implementation plans.
• Experience working with cross-functional teams, especially Product and Engineering.
• Comfortable managing multiple customer accounts and implementation projects simultaneously.

Bonus if you have

• Experience with ERP, Finance, or B2B SaaS products.
• Exposure to NGOs, CSR organizations, Foundations, or the Social Impact sector.
• Understanding of financial processes, grants, budgeting, or statutory compliance.
• Experience in product testing, requirement gathering, or implementation consulting.