Customer Success Manager (remote, India / full-time)

Application deadline: November 7th, 2026

Key info

Start date: December 1st, 2026
Job location: remote in India
Employment relationship: full time (40 hours/week)

How to apply

Send a cover letter, your CV, and salary expectation to jobs@toladata.com.

If you have questions about the role or the application process, please email us at jobs@toladata.com.

About us

TolaData (www.toladata.com) is a socially driven tech company that provides a web-based Software as a Service (SaaS) product developed for the not-for-profit, international cooperation and social impact sectors to support program management, monitoring & evaluation (M&E) and impact reporting. TolaData is part of Athena Infonomics group (www.athenainfonomics.com).

We are a growing brand in the sector with over 110 clients around the world and across all continents. Our clients include INGOs, donors, government bodies, foundations, social enterprises, alliances, educational institutions, local and community organisations, research bodies, and more.

Our main office is in Berlin, Germany and we have team members in Hanover/Germany, Amman/Jordan, Nairobi/Kenya, US, and across India. We are a closely-knit team that values our fantastic work environment and supportive team culture. We are passionate about delivering great services for our clients around the world while we support their development, humanitarian, and impact-driven programs in general.

The role

We’re looking for a mid-level customer success professional to take end-to-end ownership of a portfolio of TolaData’s accounts in India and other relevant markets — from onboarding through adoption, renewal, and expansion. You will support achieving the commercial outcomes of your portfolio: retention, renewals, and growth revenue. The portfolio will evolve and grow as we scale, and you will help shape how TolaData serves its clients. You’ll work directly with funders, NGOs and international development clients, helping them get the most out of our platform from their first day onward. Success in this role will be measured by portfolio retention, platform adoption, and expansion revenue.

Key responsibilities

Client Onboarding / Providing Digital Solutions for Impact Monitoring

Lead and/or support new clients through a structured, phased onboarding process, ensuring key milestones and timelines are met
Advise clients on how to best structure their M&E data within the platform, offering practical, well-considered solutions
Use your M&E background to support clients on how to configure TolaData according to their logframes, data collection methods and data flow
Design bespoke guides and training materials tailored to each client’s needs on impact monitoring
Prepare and deliver customized software training sessions based on client profile and use case
Ensure a smooth, professional offboarding process for clients concluding their engagement

Account Ownership & Growth

Build and nurture strong, long-term relationships with client contacts
Monitor client engagement and identify opportunities to increase platform adoption
Customer health tracking and proactive churn prevention
Own renewal negotiations end-to-end and pursue expansion opportunities, with accountability for the retention and growth of your portfolio
Escalate client-reported issues to the development team, maintaining clear communication with clients until resolution
Handle data privacy and security awareness based on client location, especially Indian clients
Manage invoicing and contract administration for your accounts in line with internal and client-specific requirements

Business Development Support (as needed)

Support BD and Sales team with product pitches and demos to prospective clients
Host webinars and Q&A sessions to showcase new features
Help develop sales and business development material

Profile

Strong organizational skills and attention to detail
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences
Comfort working directly with Indian and potentially international clients across different time zones and contexts
Fluency in English; other languages are a plus
Experience with digital impact monitoring and/or data collection tools
3 to 5 years of working experience with non-profits, impact investors, the international development sector, NGOs, foundations, philanthropies, and public sector organizations
Minimum of 3 years of experience in MEL/M&E/MEAL in the international development sector
Experience owning client relationships end-to-end — renewals, account growth, and customer success for a SaaS product or software solution
Has been involved in the implementation of digital projects in the international development sector and has project management experience
Proficiency in Office 365 and Google Suite
Proficiency in using AI tools, and a genuine aptitude for learning new platforms quickly

Additional experience and skills that are nice to have

Sensitivity for cross-cultural communication
Start-up experience
Coding or data science skills
Experience in conducting trainings

Our offer

Be part of making a value-driven product a success
End-to-end ownership of a growing portfolio of our most important accounts
Be part of an international team
Flat hierarchies in a small team with a great working environment
Remote working structures

Apply now

Send your cover letter, CV, and salary expectation to jobs@toladata.com by November 7th, 2026.