Sr. Customer Success Manager

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟬𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟮𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟬-𝟮𝟮 𝗟𝗣𝗔)

Experience: 3+ yrs

Location: Mumbai, Maharashtra, India

Job Type: Full-time

We are looking for an experienced Senior Customer Success Manager to build and strengthen relationships with mid-market and enterprise customers while driving product adoption, retention, customer satisfaction, and account growth.

The role is suited for a customer-focused professional with strong stakeholder management, account management, customer engagement, retention, renewals, and commercial skills . You will work closely with customers, particularly global clients, to understand their business needs, maximize product value, and ensure long-term customer success.

Requirements

Key Responsibilities

• Own and manage relationships with mid-market and enterprise customer accounts .
• Lead customer onboarding and ensure smooth product adoption and implementation.
• Develop strong, long-term relationships with key customer stakeholders.
• Maintain regular communication with customers and understand their business objectives, challenges, and expectations.
• Develop and execute customer success strategies aligned with customer goals and business priorities.
• Conduct Quarterly Business Reviews (QBRs) and present customer performance, product adoption, outcomes, and opportunities.
• Monitor customer health and proactively identify churn risks, adoption gaps, and engagement issues .
• Develop and lead retention strategies to improve customer satisfaction and long-term account value.
• Own renewal activities and work closely with relevant teams on commercial discussions and negotiations.
• Identify and support upsell and cross-sell opportunities in partnership with Sales and Account Management.
• Act as the voice of the customer internally and ensure customer feedback is effectively communicated.
• Collaborate with Product and Engineering teams on feature requests, product improvements, and customer requirements.
• Coordinate with Support and internal teams to ensure timely resolution of customer issues.
• Track and analyze key customer success metrics including retention, churn, NPS, CSAT, adoption, renewals, and revenue expansion .
• Use customer data and insights to identify opportunities for improving customer experience and account performance.
• Maintain accurate customer records, account plans, engagement history, and success documentation in CRM and customer success platforms.
• Prepare customer performance reports, insights, and strategic updates for leadership.
• Contribute to improving customer success processes, playbooks, health-scoring models, and engagement strategies.

What Makes You a Great Fit

• 3–8 years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
• Strong experience managing mid-market or enterprise customers .
• Proven experience in customer retention, renewals, account growth, and relationship management.
• Strong stakeholder management and communication skills , with the ability to engage confidently with senior customer stakeholders.
• Experience managing customer onboarding, adoption, engagement, and long-term account relationships.
• Experience identifying churn risks and implementing effective retention strategies.
• Strong understanding of upselling, cross-selling, renewals, negotiations, and commercial discussions .
• Experience in B2B SaaS, technology, conversational CX, or other technology-driven organisations is preferred.
• Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, Zendesk , or similar tools.
• Strong analytical and problem-solving mindset with the ability to interpret customer and business data.
• Experience working with customer health scores, dashboards, automation, and customer success metrics .
• Ability to work effectively with Sales, Product, Engineering, Support, and other cross-functional teams.
• Experience supporting global customers and working across different cultures and time zones is an advantage.
• Strong customer-first mindset with a proactive, positive, and commercially aware approach.
• Excellent organisation and ability to manage multiple strategic accounts and priorities simultaneously.
• Ability to independently own customer relationships while contributing effectively within a broader Customer Success team.