Senior Customer Success Manager
New
India, Willingness to work night shifts when required to support global customers.Full-TimeSenior
SalaryCompetitive salary with performance-based incentives
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Job Details
- Experience
- 5+ years
- Required Skills
- Account ManagementCustomer Success
Requirements
- 5+ years of experience in Customer Success, Account Management, or similar roles within a B2B SaaS environment.
- Proven experience managing enterprise customers, ideally across North America or Europe markets.
- Strong track record of driving customer retention, expansion, and long-term value realization.
- Experience conducting Executive Business Reviews (EBRs/QBRs) and engaging senior-level stakeholders.
- Strong commercial acumen with the ability to connect product usage to business outcomes and ROI.
- Technical curiosity with the ability to understand integrations, product capabilities, and customer use cases.
- Excellent communication and presentation skills, with the ability to influence both technical and non-technical audiences.
- Highly proactive mindset with strong ability to identify risks, opportunities, and drive outcomes independently.
- Strong problem-solving skills with the ability to navigate complex enterprise environments.
- Bachelor’s degree in Business, Marketing, or related field preferred; advanced degree is a plus.
- Comfortable working in structured enterprise SaaS environments with global stakeholders.
- Willingness to work night shifts when required to support global customers.
Responsibilities
- Own a portfolio of enterprise and strategic customers, driving adoption, retention, expansion, and overall customer success outcomes.
- Develop and execute customer success plans aligned with business objectives, ensuring measurable value realization.
- Serve as a trusted advisor to executive and senior stakeholders, building strong long-term relationships across customer organizations.
- Lead Executive Business Reviews (EBRs/QBRs), presenting insights on adoption, ROI, and strategic recommendations.
- Monitor customer health, engagement, and usage trends to proactively identify risks and implement mitigation strategies.
- Drive product adoption by aligning customer goals with platform capabilities and ensuring successful onboarding and usage.
- Collaborate closely with Sales, Product, and Support teams to resolve issues and deliver a seamless customer experience.
- Advocate for customer needs internally, providing feedback to improve product functionality and customer experience.
- Coordinate cross-functional initiatives to ensure successful execution of customer objectives and value delivery.
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