Customer Success Manager

Enterprise service teams need software that understands employee requests and helps resolve them efficiently. Atomicwork builds an AI-powered IT service management platform for that work.

Its product supports enterprise teams managing service workflows and employee needs.

Atomicwork is a Series A company with 51 to 100 employees.

As Customer Success Manager at Atomicwork, you will own outcomes for complex mid-market and enterprise accounts.

You will guide onboarding, process mapping, adoption, value realization, renewals, and expansion. The role requires ITSM fluency, project discipline, and consultative customer judgment.

You will report to Vandana in the US and partner across sales, implementation, solutions, and product.

• Customer success plans. Define expected outcomes, success metrics, stakeholders, risks, and account priorities.
• Enterprise onboarding outcomes. Track plans, dependencies, blockers, and time to value with implementation teams.
• Service process mapping. Map customer workflows and pain points into the right Atomicwork configuration.
• Adoption and value realization. Read usage and outcomes, then address training, workflow, or use-case gaps.
• Renewal and expansion health. Maintain the account view that informs retention, growth, and advocacy.
• Executive customer relationships. Present progress, outcomes, and risks to senior IT and business leaders.
• Structured product feedback. Translate repeated requests into underlying problems Product can evaluate.

• Managed complex enterprise accounts. You owned a focused portfolio with multiple stakeholders and deeper customer relationships.
• Worked directly in ITSM. You understand service workflows, approvals, escalations, and enterprise IT stakeholders.
• Led complex SaaS implementations. You managed plans, dependencies, risks, and cross-functional delivery.
• Mapped business processes. You turned current workflows and pain points into practical system configurations.
• Improved adoption and account value. You used product signals and customer context to change outcomes.
• Owned renewals and expansion. You understood account health early and acted before commercial milestones.
• Advised senior stakeholders. You presented outcomes and risks while staying close to admins and daily users.

• Start with the customer outcome. Clarify what the customer bought Atomicwork to achieve and measure progress against it.
• Own onboarding end to end. Stay close to plans and blockers while implementation teams configure the product.
• Map the process before advising. Understand workflows, approvals, handoffs, and bottlenecks before proposing changes.
• Act on account signals early. Read adoption, stakeholder sentiment, and risk throughout the customer lifecycle.
• Turn requests into problems. Give Product structured context on the need behind each recurring customer request.
• Work across global time zones. Plan coverage around APAC, EMEA, and US customers as the portfolio requires.
• Build relationships in person. Work from Bengaluru four days a week and travel for key customer moments.

You report to Head of customer growth in the US and own outcomes across complex enterprise accounts. The role gives you full post-sales scope across onboarding, value, retention, and growth.