Sr. Customer Success Manager

About the Role

We are looking for a driven and experienced Sr. Customer Success Manager to join our growing team in India. In this role, you will serve as the primary point of contact for our enterprise and mid-market clients, ensuring they derive maximum value from our product throughout their entire lifecycle. You will act as a trusted advisor, building deep relationships with key stakeholders and championing customer needs internally across product, sales, and support teams.

As a Sr. Customer Success Manager, you will own a portfolio of high-value accounts and be directly responsible for retention, expansion, and overall customer health. You will proactively identify risks, drive adoption strategies, and lead quarterly business reviews with C-level and senior leadership at client organizations. This is a highly strategic, client-facing role that requires both strong business acumen and a genuine passion for helping customers succeed.

This position is ideal for a seasoned professional with a background in SaaS or technology solutions who thrives in a fast-paced, collaborative environment. You will work closely with our India-based and global teams, contributing to process improvements and mentoring junior Customer Success Associates as the team scales.

Key Responsibilities

• Manage a portfolio of 20–30 enterprise accounts, serving as the primary relationship owner responsible for renewals, upsells, and net revenue retention targets.
• Conduct regular Executive Business Reviews (EBRs) and success planning sessions with senior client stakeholders to align on goals, track KPIs, and demonstrate measurable ROI.
• Develop and execute tailored customer success plans that drive product adoption, engagement, and long-term satisfaction across each account.
• Proactively identify at-risk accounts using health score data and usage analytics, implementing timely intervention strategies to reduce churn.
• Collaborate closely with the Sales, Product, and Technical Support teams to resolve escalations, communicate customer feedback, and influence the product roadmap.
• Onboard new enterprise clients by coordinating cross-functional implementation efforts and ensuring a seamless transition from the sales process.
• Track and report on key success metrics including NPS, CSAT, renewal rates, and expansion revenue using CRM and CS platforms such as Salesforce or Gainsight.
• Mentor and guide junior Customer Success team members, sharing best practices and contributing to team-wide capability development.

Requirements

• 5–8 years of experience in Customer Success, Account Management, or a related client-facing role within a SaaS or technology company.
• Proven track record of managing enterprise accounts and consistently achieving or exceeding renewal and expansion targets.
• Strong executive presence with the ability to confidently engage and present to C-suite and VP-level stakeholders.
• Hands-on experience with CRM and Customer Success tools such as Salesforce, Gainsight, Totango, or ChurnZero.
• Excellent communication, negotiation, and problem-solving skills with a highly customer-centric mindset.
• Bachelor's degree in Business, Technology, or a related field; an MBA is an added advantage.
• Ability to work effectively in a hybrid environment across Indian Standard Time and occasional overlap with global time zones.

Benefits

• Competitive compensation package including performance-based bonuses and Employee Stock Option Plan (ESOP) eligibility.
• Comprehensive health insurance covering employee, spouse, children, and parents, along with term life and accidental insurance.
• Flexible hybrid work model with generous paid leave, including earned leave, sick leave, and public holidays.
• Structured learning and development budget for certifications, conferences, and professional growth programs.
• Opportunity to work in a high-growth, globally recognized organization with clear career progression into leadership roles.