Senior Manager - Scaled Customer Success
New
IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 10+ years
- Required Skills
- Data analyticsCustomer SuccessSaaSHubSpot
Requirements
- 10+ years in Customer Success, Lifecycle, Growth, or Customer Operations in SaaS.
- Proven experience building or scaling digital / 1-to-many Customer Success programs.
- Experience designing segmentation models and tiered engagement frameworks.
- Strong commercial understanding of retention, expansion, and cost-to-serve.
- Experience building and leading high-performing CS teams.
- Strong analytical mindset with comfort working in product usage data.
- Familiarity with customer engagement and lifecycle automation platforms (e.g., HubSpot, Gainsight, Intercom).
- Systems-builder mindset focused on scalable programs.
- Experience in early-stage or high-growth startup environments preferred.
Responsibilities
- Define scaled Customer Success strategy, segmentation models, and engagement frameworks.
- Architect and optimize lifecycle programs including onboarding, adoption, and renewal.
- Own key metrics: activation rate, time-to-first-value, churn, and expansion revenue.
- Design frameworks for identifying and mitigating churn risk at scale.
- Execute upgrade and expansion campaigns.
- Hire, develop, and lead a team of Scaled Customer Success Managers.
- Partner with cross-functional teams to improve lifecycle content and customer insights.
- Build reporting frameworks to measure effectiveness and optimize cost-to-serve.
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